Leaders: Look In The Mirror When Employees Go Awry

Leaders: Look In The Mirror When Employees Go Awry

This weekend, I traveled to Las Vegas to watch the NBA Cup games with my son-in-law. We stayed at the Park MGM because of its proximity to T-Mobile Arena. Following instructions from MGM, I checked in through their app earlier in the day. Since we weren’t arriving...
Bias Denialism: A Leadership Blindspot

Bias Denialism: A Leadership Blindspot

“I’m not biased.” No matter where, when, or how confidently people say this, it’s always false. You might feel uncomfortable with that statement, and that’s understandable. There’s a strong negative connotation with being biased, so we often try to avoid the label....
Crazy Thoughts About The Future of CX

Crazy Thoughts About The Future of CX

First of all, thank you for this award. I’m truly honored. Although, to be honest, I don’t think I’m old enough for a lifetime achievement award… and to be clear—my work is far from done. I also want to take a moment to congratulate all the nominees and winners...