Customer/Employee Experience has had many, many definitions over the years. Most of them are either impracticable or bordering on naive . My stance is that the experience as a strategy, is about the measurement, monitoring, and management of memorable experiences customers have. I make this distinction on them remembering things. [...]

Small and medium enterprises could soon experience the same fate as those in 2008 when the world experienced one of the hardest economic crises in modern history. Everyone is talking about the impending crisis, but a minority of businesses is doing something specific to prepare for it. The most recent [...]

Being a coach isn't easy. Today we're going to look at one in particular – the guru of gurus, master Yoda from the ever culturally potent and relevant Star Wars. Yoda is a wealth of wise and pithy sayings, so we'll look at just a few. "Always pass on what [...]

For business, it is too often about tools that promise to increase speed, ease, and cumbersome processes. Without making cultural changes to how we work together, we cannot achieve its ambitious transformation and modernization efforts. Since 2010, Brené Brown popularized the idea that there are benefits to vulnerability. But knowing [...]

The general format will look the same: You're going to tell people what you know, what you don't know, and when you'll get back to them to discuss what you didn't know before. The first part, telling people what you know, is pretty straightforward and it might require gathering data. [...]

Try these three strategies and prevent unconscious bias from derailing your results: Break Out of the Box: Do you struggle to get along with a particular person at work? List all the reasons why. Perhaps they’re unreliable, their sense of humor is cutting, or they interrupt constantly. Now set that [...]