Stay updated with the latest articles and discussion topics about business trends that are set to impact SMB’s and enterprises.
In the late 1890s, a newspaper mistakenly printed an obituary for the very alive, very healthy Mark Twain. When word of his death reached Twain himself, he responded to a … Read more “The Phone Is Not Dead”
This past weekend my wife and I drove to Nashville, TN to see our daughter. Even with the restrictions that are in place with social distancing, we had a great … Read more “Building a Human Connection in CX”
It is hard to argue that 2020 was the most disruptive year to business that any of us have ever known. It was a year when many business plans were … Read more “Regaining Your CX Edge”
I was chatting with a friend this past week who was telling me about the brand fatigue he has experienced. “I simply went to the grocery store to buy a … Read more “An Employee’s Brand Understanding is Foundational for CX”
Enabling the customer experience A recent Customer Experience study by Accenture showed that only 20% of companies are succeeding in delivering good customer experience (CX). This low number exists despite … Read more “Customer Experience Begins with Employee Experience”
If you have been a frequent reader of this blog and in particular my posts (don’t worry I won’t hold it against you if you haven’t), you have come to … Read more “How AI Can Improve CX in the Contact Centre”
In this series, Leah Westfall explores how women are thriving while working from home. This chapter delves deep into how remote work has eased workplace discrimination. When Shonda Rhimes broke … Read more “The Pandemic Is Making It Easier for the “First” Woman”
In this series, Leah Westfall explores how women are thriving while working from home. This chapter looks at why empathy is so crucial to successful remote leadership. On a Friday … Read more “Working from home is exposing women’s strengths”
In this series, Leah Westfall explores how women are thriving while working from home. This chapter looks at how our at-home environments are removing physical biases for women. For decades, … Read more “Your physique is no good here: How WFH is leveling the (physical) playing field for women in the workplace”