Customers exist in every business and industry, yet somehow it feels like we have forgotten who the customer is and why we need to ensure their satisfaction and ultimately their success. CX Day always occurs on the first Tuesday each October. Great CX delivers better outcomes for customers, employees, and companies, which highlights the key…

An interesting recent article from McKinsey about how a company can focus on dual transformation that involves reinventing and transforming its core business while in parallel building new businesses. The article frames up that “Although there can be challenges to executing this well—such as an unclear strategic vision, funding constraints, or operational complexity—adopting a two-pronged…

When I look back to my first job over 25 years ago, it was with the leading provider of point-of-sale and hotel management technology systems. I started on the front line as a consultant, but moved up quickly into a mid-middle management role with access to the CEO of the company. What I experienced back…

Over the course of my 25+ year career, I have had the opportunity to be a part of several company leadership teams that undertook a significant transformation to turnaround journey. Each experience was unique in one way or other depending on the company, but what was foundational to each was the leadership team having a…