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...

Two topics that have been on my mind recently:

1. the impact of individual actions on customer experiences
2. the importance of adapting to life's changes

While these subjects may seem unrelated at first glance, I believe they both highlight the crucial role that people play in our lives...

We are in an era where customer experience (CX) is the battleground in every industry. There’s no business I’ve encountered in my years of working with organizations around the world that had zero concern for repeat and referral business. We all desire customers who come back for more and who tell t...