Hospitality is a cornerstone of customer experience in travel, healthcare, and across industries. There is no question that hospitality is essential for creating world class, seamless experiences and driving customer…

The Wall Street Journal predicts this Thanksgiving will be among the busiest travel days in decades, with 55 million travelers anticipated to be moving through US airports and other transportation…

Investing in organizational culture is a strategic and operational imperative for employee retention, scalable growth, and successful mergers and acquisitions. Organizational culture is not what you do as a leader…

When we look at how to build a customer-centric culture, we must look inside the organization first. True customer centricity happens when an organization masters group dynamics to harnesses the…

According to PwC 95% of company executives still believe employees need to be in the office to maintain strong company culture.  Like we have said before, the return to office…

According to a Gallup study, 53% of Americans expect to work in a hybrid arrangement in 2022 and beyond. This number is significant enough for corporate America to get hybrid…

Re-onboarding is the next employee experience organizations need to tackle. Since March 2020, leaders have encountered pandemic shutdowns, remote workforce transitions, and the Great Resignation. As restrictions lift and we…

There is a general resistance to return to office. People do not want to go back to the pre-pandemic office routine, particularly to a 5-day-a-week, in-office schedule. Out of ten…

Last week, the CEO of Better.com, Vishal Gard, made the news again. This time, it was for the executive’s massive blunder of firing 900 people via Zoom. A blunder that…

Before we address how to build customer-centric culture, let’s examine the terminology: what culture is and what it is not. Culture is not executives talking about high level strategy. Equally,…