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The CX Prediction That Got It Exactly Backward

About a year ago, a widely-shared article (I shared it, too!) made a confident prediction: CX differentiation would be easier than ever in 2025. The reasoning seemed sound—customer experience quality had hit rock bottom, mediocrity was everywhere, and the few bold...

The Unseen Anchor: Why So Many of Us Are Stuck

I’ve been there. You may be at the point now. Despite all your efforts, all the strategic plans, and all the personal ambition, a silent, frustrating reality persists: the pervasive feeling of being stuck. We're all chasing progress. Companies talk about growth, and...

Beyond Distinction: Why Standing Out Is No Longer Enough (And What to Do About It)

As you likely know, I’ve championed a singular, essential idea for many years: in a hyper-competitive, overcrowded marketplace, distinction isn’t optional—it’s vital. If your organization fails to stand out, you risk becoming invisible. And if you're...
What’s Your Mission? Your Purpose Can Inspire Your Team

What’s Your Mission? Your Purpose Can Inspire Your Team

Purpose can be a powerful motivator for individuals and teams. When people feel that their work is meaningful and they are contributing to something larger than themselves, they are more likely to be engaged and enthusiastic about their work. Purpose can also help to...

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The Importance of Belief in Creating Distinction

The Importance of Belief in Creating Distinction

Easter is obviously when Christians celebrate a miracle that is central to our faith. Although my work here is never intended to be about any particular set of spiritual beliefs, it struck me when thinking about his holiday that having faith -- believing in something...

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Managing Through Your Mistakes

Managing Through Your Mistakes

Mistakes are a natural part of life. We all make them -- and goodness only knows, I have personally made more than my share! One of the challenges in today's world is the plethora of online "gurus" and so-called experts seeking to show you how to be successful,...

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Change Your Perspective, Improve Your Response

Change Your Perspective, Improve Your Response

With all the recent fervor over the confrontation between Will Smith and Chris Rock at the Oscars® over a comment made about Jada Pinkett Smith, there's one character I have yet to see explored in the aftermath: G.I. Jane. Several years ago, when I was building my...

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The Positive Role of Doubt in Business and Life

The Positive Role of Doubt in Business and Life

Make an enemy of certainty and befriend doubt. When you can change your mind, you can change anything.Kevin Ashton As Tammy and I sat in church this past Sunday, our minister, Vince Antonucci, began his sermon on a topic not often discussed in many religious services:...

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Are You Majoring in Minor Things?

Are You Majoring in Minor Things?

There are so many variables competing for our attention today it's easy to get bogged down in the minor details and lose focus on what's important. When trying to achieve a critical task, it's crucial to stay focused and not let distractions get in the way. It's all...

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