Frances X. Frei

Frances X. Frei is a professor of technology and operations management at Harvard Business School and a consultant with expertise in organizational leadership. She is well-known for her books on the topics of organizational culture, leadership, and customer experience. She has co-authored two books with CEO and Airbnb co-founder, Brian Chesky: Unleashing the Power of Empathy and New Power.

Frei's book Unleashing the Power of Empathy looks at the importance of emotional intelligence and compassion in business. It emphasizes that eroding human relationships can create a toxic work environment and cause disruption throughout the entire organization. She also explores how authentic trust and positive relationships are key to fostering organizational wellbeing. Additionally, she explains how empathy enables companies to outperform competition as it translates into better customer experience and lower employee turnover rate.

Frei is also known for her second book, New Power. It is intended for professionals working in the digital world, with topics ranging from the the power of crowd-sourced feedback to creating an employee onboarding experience that connects people. This book offers insights into how companies should act in the digital age and provides advice on how to develop an organizational culture that fosters growth and innovation. Frei states that while the principles of organizational culture remain the same, there is an ever-changing set of tools that must be understood and applied in order to stay ahead of the competition.

Frei has also been a keynote speaker at conferences on topics related to her books. She speaks with an authentic, conversational style and offers relatable real-life stories in order to illustrate her points. In addition to speaking about organizational culture and customer experience, she offers insight into how to build trust, foster collaboration, and unlock potential within a team.

For those interested in delving deeper into the topics of organizational culture and customer experience, Frei's writings and speaking engagements provide a great starting point for further learning. Her books offer a comprehensive overview of these topics and offer advice on how to apply this knowledge within one's own organization. Additionally, her speaking engagements are an opportunity to gain a different perspective on these topics and discuss them in greater detail.

By reading Frei’s writing and attending her speaking engagements, individuals and organizations can gain incredible insight into the changing landscape of customer experience and organizational culture. She provides a blueprint for how organizations and teams can better unlock their potential through fostering trust and relationships, and developing a culture that drives growth and innovation.