Thought Leaders

Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish,...

A few weeks ago, I wrote about Seth Godin’s concept of finding your Who, which is all about identifying who your...

Writing for the online magazine Simplicable, technologist John Spacey defines value creation as “any process that creates outputs that are more...

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...