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...

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...

In today’s rapidly evolving business landscape, digital transformation is no longer a buzzword—it’s a reality. As organizations embrace new technologies to streamline operations, improve customer experiences, and stay competitive, leaders must adapt their approaches to guide their teams effectivel...

In today's hyper-competitive business landscape, an organization's success hinges on its ability to stand out from the crowd.

Therefore, as a leader, it is not enough for you to simply manage your team and ensure smooth operations. To truly excel, you must inspire and empower your team to create di...