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 ...

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 ...

At the Mathrubhumi International Festival of Letters 2026, business leaders argued that while customers remain central, long-term trust and growth in new-generation businesses depend increasingly on ...

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 ...

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 ...

If we ask our employees open-ended, probing questions and are willing to have an open mind to not only ‘hear’ what they have to say but really ‘listen’ to their feedback — with zero ego attached — it ...

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 ...

Imagine going to the same cafe over and over again, and you place the exact same order over and over again. Would you expect the employees to know what you were going to order before you even ordered?