Every company loves to say they are customer obsessed. But obsession ends at being a line. And it usually ends there. True customer obsession is culture. And culture does not start at the front-lines. It starts at the top. And no, this does not apply only to customer experience teams. Here is some translation for you: Leadership says "Push harder" Team hears "Say yes even if you don’t know how" Customer hears "We will get back to you" for the fifth time. Leadership says “Let’

Mental shortcuts help you act fast, but bias rides along quietly. What feels obvious to you can look random to everyone else. Speed is fine, until trust is lost. The fix isn’t slowing down. It’s showing your work so people see the reasoning behind the move.

Analysis paralysis isn't just overthinking. It's organizational cancer. It spreads through teams, destroys momentum, and kills companies that could have thrived. Your competition doesn't wait for perfect data. They move. And if they did wait for perfect data, they’d not be your competition, they’d be dead.

Why leadership is a dance between tough and gentle

Ugh, this again. Another Monday where I promise myself "this is the week I get fit" for the 47th time. Why is this so difficult? I've got...

The short answer—Overhyped, underwhelming, and nowhere near replacing humans—at least not yet.

Simple way to understand the difference between Customer Experience (CX) and Customer Service (CS)

In a world where customers are more demanding than they ever were, customer experience is key. Welcome to the wild, ever-shifting circus...