Attract, hire, and retain only the people who have the service DNA. Creating a world-class internal culture that only attracts, hires, and retains the people who are capable of upholding the service vision of the organization.
Do You Really Need a CRM Degree? Here’s a Better Alternative… When CX business leaders consider advancing their careers, one option that often comes up is pursuing a customer relationship management (CRM) degree. After all, customer experience has become a top differentiator in today’s market, and organizations that excel in building relationships gain a significant… Read Full Article
We used to go to dinner, but now we order through apps like DoorDash. We used to go to the stores, but now we buy online. We used to work in offices, but now we work from home. We used to meet potential dating partners at social events, but now we swipe right on dating… Read Full Article
“…all Americans deserve good service. When folks pick up the phone and ask for help, they shouldn’t have to deal with AI robots or be routed to someone across the world. This bill puts American workers first and ensures people can talk to a real person who understands them when they need help,” said Senator Jim… Read Full Article
Lyft Offering Taxi Service on its App Lyft is beginning to offer traditional taxi rides through its app in addition to its usual rideshare services. Starting with a pilot in St. Louis, Lyft is rolling out a feature that allows riders to opt in to be paired with a licensed taxi when available, and can arrive… Read Full Article
First Federal Community Bank, based in Dover, OH, is focused on delivering a world-class client experience and a great employee experience to its team members. First Federal has conducted the World Class Leadership workshops and World Class Internal Culture workshops to establish leadership and internal communication standards. They have taken that focus a step further… Read Full Article
Chipotle CEO Scott Boatwright recently confirmed that the chain aims to open a new location roughly every 24 hours throughout 2025. This hyper-speed rollout is fueled by the goal to nearly double their footprint, to 7,000 locations in North America by decade’s end. AI-driven hiring and operations tools are powering this rapid rollout, part of… Read Full Article
Klarna is rehiring human employees after previously replacing a significant portion of its workforce with artificial intelligence (AI) In 2022, Klarna, a Swedish fintech company, laid off approximately 700 employees as part of a strategic move to automate operations using AI. The decision aimed to increase operational efficiency and reduce costs. By 2024, Klarna claimed… Read Full Article
Turning a Drawback into an Experience Sandals Montego Bay is situated directly adjacent to Sangster International Airport, which is in the primary departure flight path. As a result, guests can expect to hear and see planes taking off throughout the day. This is not ideal for guests who are mostly there to relax, whether at… Read Full Article
Overview KeyBank’s “Moments Matter” initiative exemplifies a holistic and sustainable cultural transformation that has significantly improved employee engagement and client loyalty. Spearheaded by Victor Aranda and championed by executive leadership, this initiative aligns organizational behavior with strategic goals through a thoughtful and multi-dimensional approach. Challenge In a competitive banking landscape, KeyBank sought to differentiate itself… Read Full Article
On May 20, 2025, at the age of 76, George Wendt, the beloved actor who played Norm Peterson, passed away. Norm played a pivotal role in my career. The original title of my first book was Mastering the Norm Factor, referring to the popular 90’s sitcom “Cheers,” based on a bar in the Boston area,… Read Full Article
