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...

Last week, I underwent rotator cuff surgery on my dominant right side, sending me on a challenging journey that has unexpectedly enriched my perspective on life and business.

The next 4 to 6 weeks will find my arm and hand – the ones I rely on most – immobilized. And it will likely be six months or...