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Trust on Trial: What the Karen Read Case and AI Teach Us About Leadership
Karen Read and her legal counsel during the first trial Like many, I missed the first Karen Read trial-but I’ve found myself drawn into...
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3 min read
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Excluded: When You Don’t Have a Seat at the Table
You hear about it after the fact: an important meeting with key executives to discuss strategic priorities. Everyone who matters was...
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2 min read
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The Paradox of “I Don’t Know” - Lessons in Trust From Grade School
We’re taught early on to be the first person to raise our hand in response to the teacher’s question. We’re rewarded throughout our...
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3 min read
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Global Outage - The High Cost of Broken Trust
I’m sorry if you are traveling this week. Apparently, the latest Microsoft update was a “downdate”(my word). Company A updated software...
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2 min read
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MSU collaborates The FPT School of Business to bring CXM to Vietnam
Late, late Saturday night, I had a unique opportunity to join a group of Michigan State University professors who collaborated with The...
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1 min read
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Executive Buy-In and "The Decision Sandwich"
What was the number #1 challenge of CX leaders according to a poll I conducted just prior to speaking at the CXPA Leaders Advance...
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2 min read
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Lessons in Leadership from Wolves
Last month, I had the opportunity to visit the Seacrest Wolf Preserve in Chipley, Florida. It’s one of only five preserves that provide...
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1 min read
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The Trust Survey Results are In...But are They Accurate?
The Survey Results are In! Last week, I asked the question, 'Which of the four variables do you believe has the biggest impact on your...
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2 min read
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What's More Important Than the ROI of CX?
If you are a CX practitioner, you have heard a constant drumbeat of the importance of proving the return on investment (ROI) of CX....
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2 min read
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The Truth About Customer Satisfaction and CX
The ACSI, which tracks global and sector customer satisfaction, reported the largest uptick in satisfaction in 20 years last quarter. But...
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1 min read
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