What you measure shapes your culture as much as your results. Three exceptional leaders offer powerful principles for choosing metrics that drive real performance: Streamlined, from Brian Niccol at Starbucks: resist the temptation to measure everything, and instead identify the vital few numbers that truly drive performance. Future-oriented, from Jensen Huang at Nvidia: don’t let […]
Amazon’s betting big on physical retail with a massive new store format. But here’s the problem: They’re masters of technology and logistics—not culture. Retail is fundamentally a people business. While Amazon has struggled with frontline employee experience, Walmart and Costco have transformed theirs with dramatic results. Can cutting-edge technology win the customer experience battle without […]
Here’s a wake-up call as you lock in your 2026 strategy: 84% of leaders say long-term brand building is critical to business success, but only 36% believe their organizations are effective at it. That’s a huge gap! New research from Harvard Business Review Analytics reveals why most organizations fail at brand building and what the […]
Microsoft’s 2025 Work Trend Index introduces “frontier firms” that seamlessly blend human judgment with AI capability, signaling a fundamental shift in how organizations operate. The report’s vision of dynamic “work charts” replacing static org charts offers genuine promise for more agile, responsive businesses. But beneath the excitement about AI agents and hybrid teams lies a […]
In today’s AI-driven workplace, many companies are making a critical mistake: automating people management without reimagining what only humans can do. I recently introduced a keynote on this very topic—why your people strategy, not your tech stack, will be your greatest differentiator in the future of work. In my latest article, I share three strategic […]
Leading customer experience isn’t easy — and it’s not supposed to be. In fact, if you feel like it’s an uphill battle, that might mean you’re actually doing the real work of CX: leading people, not just managing systems. In my new LinkedIn article, I share three key leadership skills that separate CX winners from […]
As Hostelworld considered a pivot from a hostel booking platform to a mission-driven company fostering social connections, CEO Gary Morrison knew that cultural transformation was essential to support the business transformation. To align with this new direction, Morrison implemented an innovative, AI-powered performance review system from Incompass Labs. This approach enables unbiased 360-degree feedback, focuses […]
If you’re considering issuing an order to your employees to head back to the office, you might learn valuable lessons from the differences between Amazon and Dell approached the change. For example, a significant change in employee experience such as an RTO order is one of the most important instances in which leaders should apply the […]
Customer centricity goes beyond good intentions—it requires a fundamental shift in how a company operates. Unlike businesses that prioritize products, profits, or efficiency, a customer-centric organization begins with the question, “What does the market need?” This approach focuses on delivering exceptional customer experiences (CX) and measures success through customer outcomes, not just sales or shareholder […]
“Is having a sacred playbook an asset that companies should preserve at all costs, or does it become a liability holding companies back as the world around them changes? Is there a point at which a company’s size, growth, and industry-spanning tentacles make a unified culture of decision-making and inventing impossible?” These questions, posed in […]