Engagement In, Satisfaction Out: The HR-Customer Connection

Engagement In, Satisfaction Out: The HR-Customer Connection

On this episode of Nine to Thrive HR, host Cindi Koetzle chats with Kerry Hecht, Founder and CEO of 10K Humans, to explore the powerful intersection of market research and HR. Drawing on decades in an empathy-driven research field and her experience as a small-business owner, Kerry explains how customer insights translate into people strategies: attracting the right candidates, strengthening engagement, and retaining talent. The conversation unpacks why validated feedback loops matter, how employee engagement correlates with customer satisfaction, and what to do about common pitfalls—stakeholder bias, “respondent fatigue,” and the gap between stated values and lived experience. Kerry highlights the rise of personalization at scale through data and technology, and offers practical ways HR can borrow from research playbooks—continuous listening, iterative refinement, and persona development (including AI-assisted personas) to bring workforce data to life. Whether you’re designing programs, influencing senior stakeholders, or steering change one “toothpick turn” at a time, this episode delivers actionable ideas to make organizations more human-centric and competitive.

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HR’s Role as the Organization’s Storyteller

HR’s Role as the Organization’s Storyteller

HR has always been at the center of the employee experience, but today's most effective HR leaders are storytellers. They’re shaping the narratives that define culture, drive engagement, and align org...

22 Kesä 29min

Strategically Planning for Optimizing AI at Your Organization

Strategically Planning for Optimizing AI at Your Organization

Tom McCarty, CEO of OrgChart, recently visited the podcast to speak about the growing importance of strategic workforce planning. We discussed the need for continuous iterations when scenario planning...

13 Huhti 32min

A Personal Look at Workforce Planning

A Personal Look at Workforce Planning

In this episode of Nine to Thrive HR, host Cindy Koetzle speaks with OrgChart CEO Tom McCarty about why strategic workforce planning is more important than ever as organizations face rapid growth, tra...

8 Maalis 33min

HR’s New Balancing Act: Navigating Talent, Technology and Trust in 2026

HR’s New Balancing Act: Navigating Talent, Technology and Trust in 2026

The workplace is shifting again and HR is caught in the middle. In this episode, we explore isolved’s HR’s New Balancing Act: 7 Trends to Watch in 2026 report and what it reveals about today’s talent ...

8 Helmi 32min

The Road Ahead for 2026: What 1,200 HR Leaders Told Us About Leave and Accommodations

The Road Ahead for 2026: What 1,200 HR Leaders Told Us About Leave and Accommodations

After surveying over 1,000 HR leaders, AbsenceSoft's 2026 State of Leave and Accommodations report revealed that the nature of leave and accommodations requests has fundamentally shifted in ways most ...

22 Joulu 202535min

From Buzzword to Backbone: How AI Is Transforming Onboarding and Training

From Buzzword to Backbone: How AI Is Transforming Onboarding and Training

Host Cindi Koetzle welcomes David Ly, CEO and Founder of Iveda, for a practical conversation on how AI is moving from buzzword to business-critical tool in HR, learning, and operations. Drawing on mor...

24 Marras 202529min

A Mixed Bag Session: Outdated HR, Change Management and Finding Alignment

A Mixed Bag Session: Outdated HR, Change Management and Finding Alignment

Host Cindi Koetzle welcomes Robert Hargrove—author and founder of the Harvard Leadership Research Project, Masterful Coaching. Hargrove offers a window into his current experiences of HR practitioner...

3 Marras 202524min

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