About a year ago, a widely-shared article (I shared it, too!) made a confident prediction: CX differentiation would be easier than ever in 2025. The reasoning seemed sound—customer experience quality had hit rock bottom, mediocrity was everywhere, and the few bold leaders willing to “go all in” woul...

I’ve been there. You may be at the point now.

Despite all your efforts, all the strategic plans, and all the personal ambition, a silent, frustrating reality persists: the pervasive feeling of being stuck.

We're all chasing progress. Companies talk about growth, and individuals strive for advancem...

As you likely know, I’ve championed a singular, essential idea for many years: in a hyper-competitive, overcrowded marketplace, distinction isn’t optional—it’s vital. If your organization fails to stand out, you risk becoming invisible.

And if you're invisible, you're irrelevant.

Distinction has b...

In today's business landscape, a silent threat lurks in the shadows, methodically eroding profits and market share. This adversary isn't a new technology or nimble startup – it's the mindset of complacency that has infiltrated countless organizations. While corporate leaders chase the next big thing...

For many years, both business leaders as well as authors and speakers (like me) have talked at length about "managing change."

The title of my first business speech many years ago was “Dragonslayers” on overcoming the overwhelming monster of change on our voyage to profit and success.

We often imp...

Gratitude shouldn't just be something we express once a year; it should shape how we live each day. 

My mentor, the late Grady Nutt, captured this beautifully in his concept of 'ThanksLiving.'"

Grady described “ThanksLiving” as: “An attitude that finds treasure in the plowed field of routine.” Thi...