CX Experts

If you have ever heard me speak, or read something I have ‘penned’, you will know that I am a...

Check out the photo of this bearded iris in my side yard. Poet John Keats reminded us that “A thing...

As we’ve recently shifted to a digitally-focused world, you may have faced some new challenges in the way leadership should...

One of the many transformative themes reshaping our world is diversity, inclusion and equality. Personally, I am becoming more self-aware...

My river house in the mountains of North Georgia just got fiber optic high speed Internet. In Internet talk, we...

I’ve written about trust a lot – oftentimes with regard to the employee experience and your culture. Occasionally I’ve written about trust and the...

As is my tradition at the end of each year, I look back at what the past months have brought...

Earlier this year, I wrote an article about CX Teams: Who, What, Where, How Many, and How Much?, answering all the...

Here’s my take on the series of high profile acquisitions currently impacting the customer service/engagement space. Cisco intends buying IMImobile...

Some brands are doing great at adapting to the massive amounts of change in our world. OverviewChipotle impressed me this...