The People Who Really Deserve The Credit For My Success

October 18, 2017 | By:

No Such Thing As A Self-Made Person A bio is the highlights of a person’s life accomplishments. However, when you think about it, every person’s accomplishments were a result of the contributions of so many others in their life that helped them become successful. I believe a bio should not be a reflection of someone’s… Read Full Article

Bored & Brilliant

October 04, 2017 | By:

How Boredom Can Lead To Your Most Brilliant Ideas I just watched a great TED Talk by Manoush Zomorodi: How Boredom Can Lead To Your Most Brilliant Ideas. Zomorodi explores what happens to our mind when we get bored. Or, more importantly: What happens to us if we never get bored? According to neuroscientists and… Read Full Article

Are You Chasing The Newest CX Fad Or Embracing The Pace?

August 08, 2017 | By:

By Lisa Duran, Customer Experience Consultant, and presenter at the 2017 Secret Service Summit Over the last month or so the current incarnation of spinners has reached a record high. As with other cultural trends, like Flappy Bird and Pokémon Go, kids adopted the gadgets first. They now dominate the bestsellers in toys and games. We are seeing a… Read Full Article

CVS Puts Purpose Over Profits | Top 10 Books On Customer Service

August 01, 2017 | By:

CVS Continues To Put Purpose Over Profits CVS is climbing the charts as one of my favorite companies because of their commitment to being a true wellness retailer versus the traditional convenient drugstore. Back in 2014 CVS, the largest pharmacy chain in the US, made the courageous choice to stop selling cigarettes and other tobacco… Read Full Article

9 Inspiring Take Aways From Howard Schultz’s Commencement Speech

July 25, 2017 | By:

Howard Schultz Commencement Speech Starbucks Executive Chairman, Howard Schultz, addressed the 2017 graduating class of Arizona State University. Here are just a few of my favorite parts: “Ubuntu” means I am because of you. When I was 7 years old, I had a defining moment in my life… I came home from school one day… Read Full Article

Strategizing in an Agile World

July 18, 2017 | By:

This article is by Kaihan Krippendorff who will be presenting at the Secret Service Summit. Strategy lasts. Derived from the title of ancient Greek government officials charged with rallying resources to fuel military campaigns, refined in China, then ported back to the West by Napoleon, the science or art of coming together to agree on… Read Full Article

How To Influence A Following

May 31, 2017 | By:

“A leader without followers is a person taking a walk” –Unknown This is a quote I live by. Without a group of people passionate about what you want to achieve and willing to go down that path     with you, there is no hope of achieving your vision. After all, we are only human, and one… Read Full Article


How CEO’s Should React When They Get Customer Complaints

May 24, 2017 | By:

Department Of Customer Defense: No Unhappy Customers Left Behind Dealing with Customer complaints that make it to senior executives is a critically important strategy, one that most companies fail miserably at in three ways: Not creating a CEO communication strategy nor giving it the attention it deserves when a Customer does make the effort to… Read Full Article

Has Uber’s Leadership Finally Gone Too Far?

March 22, 2017 | By:

A few weeks ago the CEO of Uber, Travis Kalanick, apologized for cultural failings at his company after a former employee alleged she was harassed and discriminated against while working there. Is it too late for the company that revolutionized public transportation? Kalanick apologized for a lack of diversity in the company’s workforce and for… Read Full Article

The 5 Things CEOs Regret Most On Their Deathbed About CX | Simon Sinek: How To Lead Millennials | Ask John

March 14, 2017 | By:

The 5 Things CEOs Regret Most On Their Deathbed About CX Executive sponsorship – It is a proven fact that any big initiative, project, or revolution has to have the support of the senior leadership team; otherwise it will be considered “flavor of the month” or “management by bestseller.” No one losing sleep at night… Read Full Article