#147 Five Shoes for Change: Mastering Leadership Through Rapid Transitions and Change Management
What makes change so difficult—even for organizations that know change is inevitable and even necessary for growth? If we all…
#146 Balancing Agentic AI and Human Connection in the Contact Center
Is your organization fully realizing the value of your contact center, or is it being limited by a narrow focus…
#145 Beyond the Hard Sell: The Evolution of Loyalty in the Fitness Industry
What if the secret to building a truly loyal gym membership—or any recurring customer base—starts the moment someone tries to…
#144 From Data to Dollars: How Customer Value Drives Business Growth
Is it time to finally admit that not all customers are created equal—and that treating them as if they are…
#143 The Bravery Effect: Lessons from a Marine and Leadership Expert
What if the very thing holding you and your team back from success isn’t a lack of skills or resources—but…
#142 Leadership Blind Spots and How to Avoid Them
What if the key to sustainable business growth isn’t just about generating new leads, but about truly understanding and retaining…
#141 Designing for Trust: Building Confidence from First Click to Last Mile
What if you could close the gap between what you think your customers experience and what they actually feel—using raw,…
#140 Measuring the True Cost of Negative Customer Experiences
What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing…
#139 Client Onboarding and The Trust Equation – Part 2 of 2
What’s the secret to building unshakeable trust with your customers—especially when you’re not face-to-face and your product passes through layers…
#138 Client Onboarding and The Trust Equation-Part 1 of 2
Note: This is Part 1 of a 2-part series What does it take to create an onboarding experience so powerful…
#137 From Oprah to Branson: 5 Celebrity Archetypes Every CX Leader Needs
What if you could unlock executive buy-in—and real alignment—by channeling the breakthrough strategies of world-famous celebrities in your customer experience…
#136 Beyond Tools & Tactics: “Becoming a Trusted Guide” – New On-Demand Course
Are you struggling to cut through organizational resistance and win real buy-in for your customer experience (CX) initiatives? You’re not…