How to Lead Through the Next Decade: Managing Constant Change Fatigue and Change Saturation
The 2025 World Economic Forum’s Global Risks Report1 says we’ve entered an era of “polycrisis.” This occurs when crises, from geopolitical conflict to economic instability to climate disruption, converge and compound, creating cascading risks that are harder to...
Mastering Your CX Influence
Mark Levy, author of The Psychology of CX 101 and publisher of the Decoding Customer Experience newsletter, recently led a brainstorm session for Frost & Sullivan’s Customer Engagement Leadership Council and Growth Innovation Leadership Council. Mark shared...
Your Customer eXperience Is Only as Strong as Your Weakest Partner
When a Partner Missteps, Your Brand Pays the Price Picture this: a customer uses your platform, redeems loyalty points, and expects a high-quality, reliable experience. But then something goes wrong. They receive cancellation notices, vague support responses, and no...
HEADLINER VIDEO – Maximizing Value through Balanced Service Interactions
Headliner Video – Presented by Nate Brown Head of CX Advisory Metrics Sherpa