Author Archives: jgjh151

  1. Committed to Building Diverse Communities, Cultures, and Companies.

    For the last several months we have shared some thoughts about hiring and diversity. Our goal is to build a community of human resource professionals that share our passion for how understanding human capital trends and data can lead to innovation and improvement across every area of an organization.

    While COVID and remote work have challenged us as HR professionals to think and work differently, the biases and social injustices impacting our businesses and communities are requiring us to take immediate action. You have likely renewed your focus on diversity and inclusion or maybe you have even invested in hiring diversity and inclusion leaders. Perhaps you have launched new organization-wide diversity programs or affinity groups, and maybe diversity and inclusion has become a regular topic at your executive and board meetings.

    All this focus is exactly what is needed to build communities and cultures that thrive on diversity and inclusion, but what data are we using to make these choices?

    At Outmatch, we have made a commitment to ensure our hiring practices are stronger by committing to building diverse pools of candidates as well as working to remove unconscious bias through the increased use of our own solutions. The result we seek is to make Outmatch an even more diverse organization resulting in a better impact to our communities, our business and to you our customers.

    In addition to looking at our own data, we decided to look beyond our data to that of our customers – across different industries, different size companies, different hiring challenges, etc.  Here is a small, but interesting, sample of some diversity insights we found:

    • In an applicant pool where 20% of applicants were people of color and taking an assessment, only 15% were being hired
    • In an applicant pool were 49% of applicants were white and taking an assessment, 60% were being hired

    Was this because white applicants were stronger matches based on their assessment? We found something a bit different.

    • Black candidates scored higher on the assessment overall, and
    • In looking at the details blacks scored higher in key areas like driving results

    So, why do we think this data is important or interesting? By looking at outcomes of hiring processes and diving deeper into where data changes in the process, we can see where processes are strong and where we might want to have deeper understanding so our outcomes reflect our intent. While looking at what happened is interesting, imagine if we looked at our data real time (what is happening during the process). Would we drive different or better outcomes?

    We recognize the data above is only a part of your hiring process and that there are other important parts such as evaluating hard skills and overall professionalism during an interview, but as you think about your hiring process, you should ask yourself, “how am I using data to eliminate unconscious bias?”

    We would love to hear from you on this topic. What data would be interesting as it relates to hiring and/or diversity and inclusion? Let us know your thoughts and we will share insights with you. By all of us sharing our thoughts and learnings, we can all make our businesses and communities

  2. What Outmatch is Doing to Support Our Communities

    While racial injustice and systemic racism are not new, the harsh reality of the recent deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and, most recently, Rayshard Brooks have made us realize we must do a better job of driving real change. At Outmatch, our mission is Matching People with Purpose. If we are serious about this mission, we know we can no longer sit on the sidelines. We asked ourselves, “what can Outmatch do uniquely well to support our communities?” Of our many ideas, we have begun the formation of the Outmatch Foundation. Still in the early stages, the Outmatch Foundation’s goal is to make an impact on righting these injustices through volunteerism, through education, and through financial support.

    We are excited about the Outmatch Foundation, however, in listening to our team we realized in order to make the greatest change, we must look within our own organization and think about where we can improve ourselves.

    We believe Outmatch is an inclusive workplace where team members feel they belong. Outmatch is comprised equally of men and women, and 41% of our technology team is female. But we know this is not enough. We have decided to make additional commitments to our team, to our shareholders, and to our customers. The fulfillment of these commitments will make Outmatch an even better organization:

    • We commit to ensuring that all our open roles have diverse candidate slates – which means a commitment to stepping outside our traditional sourcing strategies
    • We commit to not requiring educational degrees unless required enabling broader opportunities for candidates
    • We remain committed to using the Outmatch platform, as our data shows that by using our platform we take out some of our unconscious biases resulting in diverse candidates going further in the hiring process. We will then need to check that bias does not creep into our decisions, in order to meet our ultimate goal of more diverse hires and more diversity at Outmatch
    • We commit to forming a talent council who will provide input and share perspective on all Outmatch talent practices to ensure they support both the many and the few
    • We commit to making the time to listen and learn from our team, customers, partners, and others in our communities who can educate us

    We commit to forming the Outmatch Foundation with a mission of connecting people with purpose. Our efforts will focus on helping those most impacted in the job market by unconscious and conscious bias.

    We know the problem will not go away unless we act, and while these efforts alone will not change the world, we hope to make it better.

     

    Greg Moran, President & CEO
    Robin Stenzel, Chief Solutions Officer

  3. Outmatch Moving to “Summer Hours” Through Labor Day

    Every business is asking a lot of their employees today. We are asking them to reduce hours and pay, take furloughs, and even share their home as they turn bedrooms and dining rooms into makeshift offices. We are also asking them to share their time between us as their employer and their roles as parents, teachers, and spouses. It’s been easy for no one. Outmatch is not exempt from this reality.

    As CEO of Outmatch, I couldn’t be more proud of our Outmatchers. When asked to step up, they have always done so without hesitation. In early April, as the full extent of COVID-19 was first understood and many of our clients, resellers, and partners were suffering, we asked our team to consider voluntary pay reductions to save as many jobs as we could. Once again, the team stepped up, without hesitation, and 86% of the company said, “yes.”

    Now, it is time for Outmatch to give back to the team. Last month Outmatch was awarded the Inc. 500 Best Workplaces award. Our role as a great employer is a serious one. We believe that if we are “borrowing” money from Outmatchers during this time, the least we can do is pay some “interest.” We are paying that interest by shortening our work hours, specifically closing our offices each week starting at 12:00 p.m. CT on Fridays through Labor Day.

    What does this mean for you? If you are calling for Outmatch Support after 12:00 p.m. CT on Friday’s between now and Labor Day it may take us a bit longer to respond – we will have escalation procedures in place for critical items. It also means that we will ask Outmatchers not to schedule meetings after 12:00 p.m. CT on Fridays, with either you or other Outmatchers.

    These are strange and memorable days we are all experiencing. Many of those memories we may not want to repeat. But we want our team to take advantage of the added time with family and loved ones and make great memories too. After all, it is the sacrifice of our team that enables us to stand strong today and emerge even stronger.

    It is difficult to truly express my appreciation for your continued support as a client, reseller, or partner of Outmatch, except to say “thank you.” We succeed by taking care of each other, inside, and outside, of our companies. If we can help you in any way during this crisis and after, just let us know.

    Sincerely,
    Greg Moran, President and CEO
    Outmatch

  4. 3 Ways to Get Creative With Video Interviewing

    Video interviewing sounds self-explanatory, right? It enables recruiters and hiring teams to screen candidates remotely rather than in person. But, there’s much more to it than meets the eye!

    As you look deeper into live and pre-recorded video interviews, you’ll begin to see opportunities far beyond what a basic video chat can provide. Then factor in scoring and collaboration, and the technology becomes even more powerful, driving the selection process from scheduling to decision making and everything in between. But that’s not all video interviewing is capable of – in fact, it’s not limited to selection at all!

    Depending on the source, anywhere between 49 and 60 percent of employers rely on video interviewing, which means that roughly half of hiring teams have the technology at their disposal. So, it comes as no surprise that companies are thinking outside the frame and finding innovative uses for video interviewing, beyond interviewing.

    Really, the applications are limitless. Here are a few ways we’ve seen companies get creative with video interviewing:

    Connecting mentors and mentees

    One early adopter of video interviewing almost immediately identified a unique use case for the platform. In addition to using on-demand interviews in place of time-consuming phone screens, this organization also uses the technology to match its high potential employees with mentorship opportunities.

    It works like this: Using the video interview platform, hi-po’s answer a few questions about themselves, in essence, generating a personal profile, which HR then shares with its executives for selection purposes. Doing this, the organization sees higher engagement and a faster response rate from mentors. At the same time, hi-po’s are given a touchpoint with senior leaders and the support they need to advance their careers, which in turn boosts employee retention and satisfaction rates.

    Getting instant feedback after onsite interviews

    Another organization, focusing on the onsite candidate experience, set up video interview ‘stations’ to collect feedback from candidates immediately after their onsite interviews. Previously, this hiring team relied on surveys to measure sentiment about its onsite interviews, sending these out to candidates after their meeting. To avoid any delay, this organization began using live video interviews to capture how candidates feel before they leave the building. Thanks to video, candidates are given the chance to fully express themselves while the onsite experience is fresh in their mind.

    For candidates, this reinforces the organization’s commitment to them while offering an immediate outlet for any thoughts following an interview. At the same time, the organization benefits from an increased completion rate on feedback forms and an additional reference point for each candidate – all in all, improving both the candidate and recruiter experiences.

    Introducing candidates and employees

    There’s always the opportunity to innovate within the selection process, too, as we’ve seen happen at several forward-thinking organizations. One in particular, with a two-person campus recruiting team, uses video interviewing to introduce current employees to student job seekers.

    To do so, they have various employees – from hiring managers to custodians – share their role and a little about themselves before recording an interview question for the candidate to answer. When these interviews are sent out, they deliver an inside look at the organization that showcases the breadth and diversity of its workforce. So, in a seven-minute interview, candidates get to ‘meet’ seven different people in seven different positions and really get to know them – and the organization – better. This is especially important in today’s candidate-driven market, where many job seekers have their pick of potential employers.

    Finding your use

    Until the advent of video, it was tough to get creative with interviews (outside of asking odd-ball questions like, “If you were a tree, what kind of tree would you be and why?”) Now, with technology fueling the way, interviewing has become inventive and immensely flexible, opening up a host of use cases.

    As a platform to pitch community outreach ideas or help keep remote workforces engaged, video is the best medium for connecting with an audience, whether that’s job seekers, employees, or both. And, if you’re already using video interviewing, or considering it, why not share the love with other parts of the business and get as much value from the tool as possible? There are no hard and fast rules with this technology, and the best part is, it’s incredibly easy to implement, adapt, and experiment.

    Where you go with video interviewing is completely up to you. It all depends on what you’re looking to accomplish – and how creative you want to get!

  5. The Benefits of Video Interviewing in Recruitment

    Winning the best talent in a tight labor market calls for new and innovative recruitment tactics. What worked even a few years ago doesn’t work anymore. Manual touches from recruiters are slow and unscalable, while fully automated processes feel cold and robotic. You need faster ways of filling openings, and better ways to engage candidates – not to mention a clearer, more consistent path to hiring the right people for your company.

    If you’ve started using online tools like pre-employment assessments, you’re on the right track. These tools can help streamline your recruiting by instantly shortlisting top matches for the job. Newer, next-gen assessments are beautifully branded with sleek user interfaces, helping you stand out as innovative to potential hires.

    But this is only part of the solution. Next, top matches need to be reviewed, phone screened, and interviewed, which can be a very time-consuming leg of the process. What if you could make all this faster and more collaborative, while still creating strong connections with your candidates?

    With video interviewing software, you can! You’ll not only enjoy increased collaboration and efficiency, you’ll also benefit from greater consistency across interviews, as well as flexibility in reviewing candidates anywhere, anytime. This allows your teams to recruit the best talent, faster.

    By adding video interviewing to your recruiting process, you will…

    Increase candidate engagement

    With video interviewing, your teams can design pre-recorded and live interviewing experiences to better engage with candidates. Companies can share branded content like welcome videos, connect with candidates and team members anywhere, and deliver a consistent message. Everything from the look and feel of the interview to the questions that are asked align with your company’s core values and are showcased to potential employees, giving them a one-stop introduction to your company.

    Identify the best talent faster

    In a tight job market, you need to identify the best candidates and recruit them before your competitors. With video interviewing, candidates can respond to an interview quickly, because there’s no need to take time off from their current job or travel in. Hiring teams can watch candidate videos as soon as they’re complete and select their top recruits right away, rather than waiting for phone screens, which could take days or weeks to get done. Instead, you’re on to secondary interviews without wasting any time!

    Save recruitment costs

    Meeting more candidates virtually means you can save onsite interviews for your most qualified finalists – which is especially important when you factor in travel expenses. But even without travel, you want your hiring teams focused on top contenders so they can make the right hire faster. Video interviewing helps drive efficiency, which reduces time to fill and productivity loss. On top of that, a better screening process will improve interview-to-hire ratio and overall quality of hire.

    Reduce bias

    Video interviewing is a great way to create consistency in your screening process and level the playing field for your candidates. Every candidate applying for a position is given the same questions, the same time to think, and the same time to answer. This makes apples-to-apples comparison easy and provides much-needed structure in place of unguided conversations that often veer off course. Hiring teams then score responses against pre-define criteria, which keeps evaluations fair and gives all interviewees an equal shot.

    Improve collaboration

    With video interviewing, you’ll meet more qualified candidates earlier in the process. Not only that, recruiters and hiring teams will be more connected, even if they’re not in the same location, thanks to increased collaboration and transparency. Pre-recorded and live video interviews can be shared, scored, and commented on immediately, so teams won’t waste any time tracking each other down for feedback. Since evaluation is collaborative and real-time, hiring teams will make better decisions faster.

    Learn more

    Read more about how video interviews work, or watch our 3-minute tour!

  6. What Is a Digital Interview & How Does It Work?

    A digital interview is an interview that’s set up online by an employer and sent to out candidates. In a digital interview, candidates can chat live on their webcam with members of the hiring team, or record themselves answering questions for the hiring team to review at their convenience.

    Growing your team and bringing new people into your company is exciting. But, reading resumes, phone screening, interviewing candidates, and debriefing with colleagues afterwards might soon consume all your work hours.

    What if, instead, you could find your top candidates faster, and then spend this time building stronger relationships with them?

    Traditional interviewing is costly and time consuming for a company, and for the person being interviewed – because at most companies, the interviewing process is unstructured and inefficient. One-to-one meetings are typically unscripted, inconsistent, and wholly dependent on the skills and bias of the interviewer. Without real scalability, companies are wasting time and resources on a process that doesn’t always lead to great hires.

    This is why more companies are exploring digital interviews as part of their hiring strategy.

    What is a digital interview?

    Digital interviews come in two forms: pre-recorded and live.

    In a pre-recorded (or on-demand) video interview, employers select questions from a question library or an interview guide and ask candidates to record their answers. Candidates are usually given a minute or two to think, and then a few minutes to answer. Candidates can complete their recording whenever and wherever they’d like. Some employers go the extra mile to record themselves asking the questions to candidates, rather than simply showing the question in text on the screen. This gives the interview a two-way feel and is a great way to introduce candidates to your brand, culture, and people.

    A live interview can be any kind of two-way chat over video. You can use the same video conferencing tool you use for meetings, but a video interview solution will give you extras, like the ability to create branded interviews, plus record, share, and leave feedback.

    Of the 9,000 talent leaders and hiring managers surveyed in LinkedIn’s Global Trends Report, 18% said they have mostly or completely adopted new interview tools, and 56% rated new interview tools as an extremely important.

    What are the benefits of a digital interview?

    Efficiency

    Hiring teams can review at least 3 pre-recorded interviews in the time it would take to conduct one 30-minute phone screen. These teams can easily collaborate on hiring decisions with access to the same real-time technology and data across an organization, improving efficiency and filling positions with the best candidates faster.

    After adopting video interviewing, Adidas reduced initial candidate screening time from 60 minutes to 20 minutes. Virgin Atlantic improved recruiter efficiency by 3X, and Retailer Bealles reduced overall time to hire by 56 days.

    Flexibility

    Not only do hiring teams have the flexibility to review interviews when and where it best fits their schedule, candidates are able to complete a digital interview from any location, any time. This is critical in a tight talent market where most candidates are already employed and not available during normal business hours.

    Diversity

    Digital interviews help companies cast a wider net and reach a larger, more diverse pool of qualified candidates. By eliminating the need to travel to or even live in a certain area, digital interviews give more candidates the chance to tell their story and show who they are beyond their resume.

    Quality

    Digital interviews create a consistent, structured interview format that leads to improved hiring outcomes. Research shows that consistent interview questions leave less opportunity for unconscious bias, and scoring systems create much-needed structure and accountability in interviews, resulting in better quality hires for your organization.

    Innovation

    All companies want to attract the best candidates. With digital interviewing, companies not only showcase their innovative approach to hiring, but also engage potential talent from across the globe. Just as candidates’ videos bring the resume to life, companies can leverage video to illustrate the best elements of their culture and brand.

    To learn more about digital interviews, download The Ultimate Guide to Video Interviewing.

  7. Looking Candidates in the Eye: Compliance in Video Interviewing

    Before video interviewing software, everything from the initial phone screen to the live interview was a low-tech operation. Now, thanks to interview technology, we have efficiency, and we have options. Options for candidates to interview during off hours from the comfort of their own space. Options for recruiters to review candidates throughout the day, rather than in predetermined time blocks. Options for hiring teams to collaborate and share feedback in real time.

    Of course, with these options come questions: Do video interviews promote bias? What does compliance look like? How do employers ensure it? And what does all this mean for candidates? We’ve seen these questions come up repeatedly over the years, especially as the technology continues to advance, incorporating new features around AI and facial recognition. So let’s get to the bottom of bias and compliance.

    The truth about the B-word

    Bias is something organizations are taking big steps to avoid, and for a good reason. Besides being bad for your reputation, more than one study points to the benefits of a diverse workplace, including one that shows a 20% increase in innovation. Still, when it comes to interviewing (or anything), change makes people uneasy – especially when we’re talking about inserting a piece of technology that will influence a hiring outcome.

    The question of how to avoid bias in video interviewing first came up about ten years ago, and the Equal Employment Opportunity Commission (EEOC) responded by offering the following guidance: “Before using video resumes and other video screening devices, a covered entity should proactively formulate and communicate to selection officials how the video resumes can assess specific qualifications and skills that are necessary for success in the position. Additionally, a covered entity could require that several people assess each video resume in relation to the stated job requirements.”

    In the years since, video interviewing has come to provide much-needed structure and alignment for everyone involved in hiring. So much so that today’s solutions are likely less biased and more defensible than traditional, unstructured interview methods.

    Keeping up with compliance

    Like bias, compliance is another area of concern, and somewhat of a moving target for employers. What does it mean to be compliant? The answer to this question keeps evolving, in light of recent legislation. Following the 2010 EEOC letter above, the commission revisited video interviewing several times, most recently in 2018. Here, the EEOC explored video (or “digital”) interviews in the context of the Americans with Disabilities Act (ADA). Again, the EEOC reiterated that interview technology, specifically digital, does not violate any existing legislation, going on to recommend that employers include language inviting candidates to contact them (the employer) with any concerns.

    With the enforcement of GDPR and newly passed Illinois Artificial Intelligence Video Interview Act, compliance goes even further and now includes the candidate’s explicit consent. Unlike in-person meetings or even phone screens where consent is implied in the invitation, under these laws, scheduling a video interview requires a candidate’s permission before moving ahead. That’s first and foremost.

    Then, there’s the even larger topic of AI and the underlying logic that’s being used for selection decisions. With hiring algorithms and facial recognition software being built into video interviewing platforms, legislators have called for greater transparency, prompting solution providers and employers to re-think any black box methods they have in place.

    Best practices going forward

    We know from years of video interviewing that structure reinforces the process (and the results!) This differs immensely from phone screens and face to face interviews, where hiring teams are unlikely to ask the same questions of every candidate, letting impromptu conversation guide the way instead. With video interviews, each candidate gets the same questions, the same time to think, and the same time to answer. When reviewing responses, your panel uses an evaluation form to identify core competencies, values, and so on. This approach reduces bias, and ultimately liability, when compared to unstructured methods.

    That said, newer technologies in video interviewing, particularly those leveraging facial recognition software, demand continued conversation and consideration. That’s why states like California are considering limiting use until vendors can guarantee the purpose and efficacy of these features. While we wait to see where legislation and innovation take us, it’s in the best interest of hiring organizations to arm themselves with knowledge and resources, which can then be passed on to candidates. Following EEOC guidelines might mean you err on the side of over communicating the purpose and intended use of any technology used for hiring. This will help eliminate any lingering doubts and ensure compliance all around.

    For a deeper dive into bias, compliance, and best practices when using AI, watch: AI, Algorithms, and How to Make Great HR Tech Investments.

  8. AI – What’s Next for Video Interviewing Software?

    Video interviewing software has taken Talent Acquisition by storm, and the market is buzzing with excitement about future capabilities.

    Early adopters of specialized recruiting tech found a secret weapon in video interviewing software. Finally! Interviews could be done in a structured and scalable way, in less time, across a broader and more diverse candidate pool.

    Today, more than 60% of companies use video interviewing, according to an OfficeTeam survey, and adoption is on the rise. Hiring teams are jumping at the chance to connect with more candidates, and put the more time-consuming, monotonous screening methods behind them.

    Jose Alcantara, HR Manager at MSX International, says thanks to video interviewing,

    “We’ve found the solution to our high-volume recruitment challenges!”

    Rosie Alonso, Director of Talent Acquisition at Tech Data, echoes this excitement, saying,

    “I could not imagine recruiting in today’s environment without it!”

    While video chat and video conferencing make it easy to meet virtually, even more powerful is the ability to do pre-recorded video interviews. Hiring teams can review at least 3 pre-recorded interviews in the time it would take to conduct one 30-minute phone screen.

    That’s an efficiency boost of 3X! But, employers know that today’s technology can do more than boost efficiency.

    Enter AI

    Technology that can accelerate outcomes is good. Technology that can anticipate and influence outcomes is even better. That’s what makes AI such a powerful tool.

    So what’s the future for AI and video interviewing?

    According to a Harvard Business Review article, AI algorithms are being used to mine data – including tone of voice, gestures, and facial expressions – from video interviews to make predictions about a candidate’s job potential.

    Humans are constantly interpreting body language and social cues, and in just a few seconds, we can learn a lot about a person’s communication style. AI is taking it even further in an attempt to tie these cues to other aspects of job performance.

    The goal of using AI in this way is to solve the age-old struggle of talent identification, which continues to be a challenge for organizations everywhere. Just ask Amazon: they tried to solve this problem with an AI recruiting tool that turned out to be biased against women.

    Critical questions

    Before employers allow voice and facial recognition in their talent selection tools, there are three critical questions to answer.

    1. What’s the connection to job success?

    Experts can train algorithms to recognize anything, including voices, gestures, and facial expressions. In doing so, they have to train the algorithms on what these cues mean, either explicitly or by letting the AI learn through data sets that are fed in.

    Here’s the problem: the market does not have a shared understanding, or even a hypothesis about how these cues are connected to job success. What does it mean if someone looks down, speaks quickly, or pauses to think? Do these behaviors make someone more or less capable of doing the job?

    What if, due to a disability, a candidate doesn’t emote like others do? And what about candidates from different cultural backgrounds, where different expressions mean different things?

    Using AI to help answer these questions is fine, but until there’s a clear job-relatedness link, we’re not ready to deploy algorithms that evaluate candidates in this way.

    2. Will AI reduce bias in hiring, or perpetuate it?

    It’s true that AI does not have an ego or agenda, but that doesn’t make it error-proof. In fact, the biggest advantage of AI – that it’s not influenced by human moods or emotional whims – is also its biggest weakness. Humans, at least, can gut-check each other. AI is completely unaware when outcomes are unfair.

    Also, for AI to learn, it needs humans to tell it what to learn from. We feed data in, and our human biases go in with it. If a training set includes mostly white male faces and voices, for example, then the algorithm will likely favor this demographic. Which could be why Google’s speech recognition is 13% more accurate for men than it is for women.

    So scratch the assumption that AI will free us from bias. Without careful oversight, AI will be just as biased as humans, and on a frighteningly larger scale.

    3. How will candidates react to us data-mining their expressions?

    The best HR tech on the market is not only transformative for internal teams, but it also makes the company look great to the outside world. Sleek, beautifully branded experiences say to the  candidate, “We care about you and want you to feel at ease.”

    This is where video interviewing software shines. Through video, candidates get to showcase themselves in a way that’s not possible on paper or over the phone. And with each interaction, they get to connect with the people and teams they might soon be working with.

    But what happens when candidates find out they’re being evaluated by AI, not on the content of their answers, but on how well they speak and what their faces look like? You can bet this will create more nerves and awkwardness on camera. Some candidates may try to beat the algorithm by playing to what they think the AI is looking for.

    For candidates who agree to complete this type of video interview (because opt-outs will soon become a requirement), they probably won’t show their real, authentic selves. And what good is that in your screening process?

    The right solution

    The HR tech market will continue pushing the bounds, and AI will surely be a player in solving the talent identification problem. But, is voice and facial recognition the right solution?

    It depends on how you plan to use it. If you allow AI to screen out candidates based on a black-box analysis of voice, gestures, and facial expressions, then you could have a moral dilemma on your hands. Do you know how the AI is making decisions and what the adverse impact is?

    While AI may be able to place your next grocery order or recommend a show you’ll love on Netflix, job decisions are a high stakes game. A flaw in the underlying logic of a talent selection tool could derail countless lives, preventing qualified people from getting jobs they deserve.

    Wherever AI takes us, humans will still play an important role in the evaluation of candidates. After all, interviewing exists so that people can get to know each other before working together. AI, then, shouldn’t replace us, but be used to sharpen our skills, scale our efforts, and make our interactions more productive.

  9. How to Build a Kick-Ass Guest Experience Culture

    To become a stand-out brand, you have to do more than provide good guest experiences. Guest experience is a culture and a mindset, and it all starts with employees who care deeply about serving others. Listen in for best practices and stories from companies who have built kick-ass guest experience cultures.

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