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...

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...

Tammy and I were each driving our cars cross-country this week from Las Vegas to Fort Wayne, Indiana. I was in my car, and she was driving our SUV while pulling a small U-Haul trailer. Our older dog, Lucy, was in the car with me, and our puppy, Chloe, was Tam's traveling companion. After a long day ...

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...

As we approach the end of the year, many organizations face unique challenges and opportunities in delivering an Ultimate Customer Experience®.

The holiday season, with its last-minute shoppers and potential for disgruntled customers returning gifts, is a critical period for any business aiming to ...

Today, I’m keynoting a major conference in the financial services industry being held near San Diego. Over 1500 professionals have gathered to discuss the present and future in the world of payments. Think about it for a second: you tap, insert, or swipe your card to pay for a purchase. In almost th...