Susan Hash is a freelance B2B writer/journalist with 28 years of specialised experience writing about customer care, customer service and contact centers.
How did you get to become an expert in your key topics?
What sub-topics are you most passionate about?
I enjoy researching and writing about the future of work. It is interesting to track how technology and employee expectations have transformed over the past decade or so. Corporate culture, leadership, remote work, communications and collaboration are all other subtopics that tie into it.
Who influences you within these topics?
I am fortunate to have worked with many CC and CX thought leaders who I respect and admire, and who are always willing to share their insights, including Kathleen Peterson, Lori Bocklund, Mike Aoki, Tiffany LaReau, Paul Stockford, Janet LeBlanc, Tim Montgomery, Jay Minnucci, just to name a few.
What challenges are brands facing in this space?
Keeping pace with rising and rapidly evolving customer expectations. The pandemic has accelerated digital transformation by several years, so many brands have been thrust into that challenge sooner than they had expected or planned. Also, the focus on employee-centric work environments is a welcome change to the traditional top-down hierarchical structure, but it requires a mindset change that can be difficult for conventional leaders and organisations to internalise and put into action.
What do you think the future holds in this space?
What brands are leading the way in this space?
If a brand wanted to work with you, which activities would you be most interested in collaborating on?
What are your passions outside of work?
While you’re here, why not signup to our B2B influencer marketplace, MyOnalytica? MyOnalytica is the world’s largest B2B influencer marketplace. Influencers can sign up for free and create their own profiles which will be visible to Onalytica clients which include many of the world’s largest brands. Sign up now to showcase your expertise, influence & how you would like to partner with brands.
ABOUT THE AUTHOR
As Head of Influencer Marketing Joe's central role is to build relationships with influencers and connect them to brands. Joe is also tasked with promoting the influencer marketplace and delivering value to the influencer community.