Using age, spend, and demographic data to segment customers is very primitive. Yet, it’s still common place in lots of industries. If you...

I see a lot of people discuss “Customer Experience” like it’s a bolt-on to what they already do. It’s the thing you do after you sort out...

I had a lot of DMs this weekend asking about how I balance hectic work / work travel with training for big mountains, so I put together...

Next weekend, I leave to climb a 6,800m (22,831ft) peak on another continent. Am I nervous? You bet. But I like that feeling of the...

No matter where you are in the world, it can be tough to be a young person right now. The pressures, uncertainty, and complexity are...

Last week, on my way back from client trips in Europe and Africa, British Airways could have been the hero of my entire trip. Instead,...

It was unplanned, and they looked a little shocked, but they trusted the process and left. Why? I had a cohort of twenty-somethings...

I've always believed in the power of "outlier" thinking. Challenging conventional thinking and embracing ideas born from diverse,...

Our firm was honored to design and implement the Customer Experience program for the largest ROLEX boutique in Europe and, last week,...

This article contains my commentary from a recent Ultra-Luxury mystery shop retail experience in the US. This boutique was one of the...

..... I am climbing peaks on three continents and one of them is over 6,000m. Kilimanjaro is not one of them (for those who have asked)....

The luxury market has been volatile over the past twelve months. While some brands are scratching their heads or swapping out leadership...

When discussing customer experience in luxury and ultra-luxury, there’s one critical point that underscores everything, and it drives me...

Of late, I’ve been massively disappointed with the experiences I have in “luxury” hospitality. Rant in-coming. (read to the end for the...

This was originally planned as a 45-minute keynote, but after some great conversations with this client, we landed on 90-minutes instead...

My Friday training plan has a big wrinkle in it. Yeah. Wrinkles aren’t always fun, but they always have a positive – they present an...

Through our CX Audit practice, we’ve learned a lot about the current state of customer experience across industries and geographies. What...

The mindset is exactly the same. The approach is exactly the same. Just like going from 2 hours to 39 minutes on the trail, today I get...

Training for speed and agility in the mountains has been a big focus for me lately. I finished out this last week with a timed run that...

I have always been a believer in working hard in silence, executing relentlessly, and picking the time to make your move. Next week is a...