Following on from part 1 of SET THEM FREE, let us dive a bit deeper into the topic of empowerment at work. As discussed earlier, empowerment is a major factor for employees delivering great customer experiences. But as also mentioned last time, there are a few other reasons why it’s so important, let’s look at them in more detail. KNOWLEDGE WORK NEEDS EMPOWERMENT More and more companies are coming to the realisation that employees need the freedom to think for themselves, in order to find solutions to new problems. They need people’s creative, original, critical thinking. This may...