Thought Leaders

If it’s one thing that all executives understand now, is that businesses need to digitally transform to meet the discerning,...

Want to take your company from having good customer service to world-class customer service?  Who doesn’t, right?  Now, in order...

You’ve heard it many times by now. Global disruption in 2020 accelerated digital transformation initiatives by five to ten years....

I’ve written about change and change management several times over the years, especially last year. After all, customer experience management really is...

Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders...

Today, I’ll focus on the distinction between “price” and “value.” In a 2008 letter to Berkshire Hathaway shareholders, Warren Buffet...

A couple months ago, I wrote about the difference between consensus and alignment and why that’s important to know. Back then I...

Customer experience has taken the world by storm. And with it, hundreds of consultants and researchers have flooded the market...

Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast,...

You’ve heard it a million times—happy employees make for happy customers. And the majority of business leaders agree: 55% of...