Let’s dive into something I think we can all agree is crucial: elevating the level of Customer Experience (CX) in ways that truly resonate with both customers and the business. I recently had an eye-opening conversation that ...

Today, I’m excited to share insights from a rich conversation with Arjan from Salesforce, a leader in digital transformation who offers some powerful truths about why organizations need to think beyond just “digital” when they embark on ...

Welcome! Thanks for joining me here as we dive into one of the most important areas of CX transformation: leadership activation. This is something I’ve been reflecting on a lot lately, and I’ve realized just how crucial ...

Let’s be real: in most CX programs, there’s a lot of measuring going on. We’re gathering data from every angle—channels, touchpoints, journeys—you name it. But here’s the thing. All that data won’t move the needle if no ...

What does it really mean to lead? How can you unlock the full potential of your team while staying true to yourself? These are questions I recently explored in a candid conversation with Inge Dubois, a leader ...