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...

When I reflect on my many clients who have followed the distinction prescription that I propose — either because they are subscribing to my insight, they’ve found their own pathway there, or a combination — I marvel at the transformation that has been the result. Just look at my often-cited case stu...

Currently, I am working on a new keynote speech and project that I’m calling “The Customer Algorithm.” The idea came to me as I was driving a rental car from Tucson to Phoenix. Construction on the Interstate had traffic at a standstill, and I was likely going to miss my flight. This raised the possi...

In the field of customer experience, the advent of Artificial Intelligence presents an unparalleled opportunity for businesses to redefine the way they interact with customers.

Your incorporation of AI into your customer experience strategies is not just about harnessing new technologies; it's abou...