The case for technological optimism
Recently, my term ended as chair of the ITW Global Leaders’ Forum (GLF), a […]
Everyone wins when you put customers first
It feels like business is starting to get back to normal again, which means […]
Empathy: The key to a great customer experience
Mallory Weggemann was only 18 when she became paralyzed from the waist down after […]
How will we leave this world better than we found it?
I ask myself that question a lot. After all, we have made a commitment […]
Being in the Middle of Everything
Sometimes the toughest part about change is explaining it—what’s happening, why it’s happening, and […]
Why We Need to Be Curious about Our Customers
Last year, I had an opportunity to participate in a podcast about women in […]
Here’s One Good Thing That Happened in 2020 That Makes Me Optimistic about 2021
I wrote a blog post at the beginning of the year that outlined the […]
What Sports Teaches Us About Achieving Successful Customer Experience
Although I live in the heart of the Rocky Mountains, my favorite sports team […]
Three Ways Human Expertise Can Deliver Amazing Customer Experiences in a Data-Rich World
Recently, I was reviewing a Quadrant Strategies survey with global IT decision makers when […]
The Fragility of Humanity
In the immediate aftermath of the murder of George Floyd, we all experienced what […]
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