Sludge is more than a nuisance. It's a communication choice made by leadership. Sometimes it isn't intentional. Sometimes it is.

In November 2023, OpenAI's threatened employee walkout after the board's firing of Sam Altman turned into a master class in followership.

Organizational change is everywhere, all the time! Not just in the realms of customer experience and employee experience, but everywhere!...

Guest post by Michelle Batt, CCXP In order to find out what your customers need or want why not ask your own people? I’ve seen this work...

This post is sponsored by Mitel. We're so excited to announce our new brand partnership and a mini-series! Coming this spring, be sure to...

By Stephanie Thum, CCXP There are two big things that we know to be true about the world of customer experience right now. First, things...

This blog post is sponsored by Mitel. Rob Sher knows how to strike at the heart of almost every entrepreneur I have ever known. In his...

Show of hands, who’s ready for a CX recharge in 2021? The good news is, when you're setting priorities for your business in 2021, there...

This blog post is sponsored by Mitel. My colleague, Lauren, hosted a virtual happy hour for her company’s customer experience operations...

This blog post is sponsored by Pegasystems. Can we talk about red tape for just a minute? Because government is well-known for adding it...

One of my most admired old bosses, a government agency leader, had a saying. “’Sometime next week’ is not a deadline! Be specific! What...