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 ...

Today we dive deep into one of my favorite topics today: how to take your CX (Customer Experience) strategy from operational to transformational. And believe me, there’s a BIG difference. It’s a topic I’ve been reflecting on ...

f you’ve ever sat in a meeting where someone excitedly throws around the term “benchmarking,” you’re not alone. It’s become one of those corporate buzzwords, like “synergy” or “digital transformation.” But is benchmarking really all that? Or ...

Today, we’re diving into the world of the Net Promoter Score (NPS). You know, that little number of companies love to chase. But how much of it is really gold, and how much is just glitter?  Let’s ...