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Customer experience futurist, author, and speaker Blake Morgan and I recently bonded over common views on women and customer experience.  (Our conversation is a part of Blake’s terrific Modern Customer podcast – check it out here.)  We ended up concluding that women are uniquely positioned to lead customer experience. […]

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Last week I debuted a new speaking topic, Power Up! Ignite CX & EX to Fuel Your Growth.  This talk outlines why and how employee experience (EX) excellence leads to customer experience (CX) excellence.  The client told me my presentation was exactly what the company needed to help its people understand the critical link between […]

(Here’s the latest brand experience brief — video briefings of new and interesting restaurant and retail concepts.) Everyone, it seems, is trying to figure out the healthy fast casual business.  From LYFE Kitchen in California to Energy Kitchen in New York, there are dozens of budding concepts attempting to make it big by tapping into consumers’ […]

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Culture is quite the hot topic in business these days.  The adage “Culture eats strategy for lunch” has been acknowledged for ages, but it seems the importance of culture is being emphasized now more than ever. […]