Thought Leaders

Even though they are barely known in the West, trip.com (formerly Ctrip) are the biggest travel agency in China with about a...

When startup founders fail, they usually blame the lack of funding. But, according to three recent studies, most startups don’t...

Last week, I wrote about the RICE Scoring Model, a method used to prioritize initiatives and make smarter decisions. I also...

This week we continue to journey through key concepts found in my 10 leadership books by diving back into our...

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There...

As customer experience professionals, the work you do to identify improvement opportunities and other initiatives to design and deliver a...

Every last person working in marketing and customer experience knows about Walmart founder Sam Walton’s legendary quote: “There is only one...

Neglect can feel like a harsh word. It’s easy to think that if we’re neglectful toward our customers, it must...

Most of the world is now seeing the light at the end of this long dark pandemic tunnel.  Will the...

Over the years, I’ve encountered many CX experts who struggled with convincing their senior leadership to invest more in customer...