An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

Every customer experience starts with your employees. When their voices are heard, supported, and understood, customer ...

Life is often described as a journey filled with various experiences and milestones. This concept extends beyond personal experiences to encompass professional and consumer experiences, such as the ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

When it comes to creating exceptional customer experiences, we often focus heavily on customer-facing strategies and tactics. But there’s a fundamental principle I’ve championed throughout my career ...

Most bank leaders say their institution puts a high priority on employee experience as a strategic business goal and in turn, front-line employees seem to widely embrace their institutions' values and ...

AI in the workplace is transforming business operations, fundamentally altering the employee experience. As organizations aim to boost productivity, engagement and overall satisfaction, AI ...

At the Mathrubhumi International Festival of Letters 2026, business leaders argued that while customers remain central, ...

Here's a leadership truth that transcends industries: you can't expect world-class customer experiences from a disengaged team. The energy your people bring to work is the same energy your customers ...