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...

You hear about it after the fact: an important meeting with key executives to discuss strategic priorities. Everyone who matters was...

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...

I’m sorry if you are traveling this week. Apparently, the latest Microsoft update was a “downdate”(my word). Company A updated software...

Late, late Saturday night, I had a unique opportunity to join a group of Michigan State University professors who collaborated with The...

What was the number #1 challenge of CX leaders according to a poll I conducted just prior to speaking at the CXPA Leaders Advance...

Last month, I had the opportunity to visit the Seacrest Wolf Preserve in Chipley, Florida.  It’s one of only five preserves that provide...

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...

If you are a CX practitioner, you have heard a constant drumbeat of the importance of proving the return on investment (ROI) of CX....

The ACSI, which tracks global and sector customer satisfaction, reported the largest uptick in satisfaction in 20 years last quarter. But...