What is the future of customer experience? A few years ago I worked with a tech firm that was putting on customer appreciation conferences. The focus of the conferences was to provide the tech firms customers with new tools and resources to leverage their tech. I was asked to keynote for these events on the […]
There’s no question we are living and working in head spinning times. On one hand we have major challenges with world and local events (politics, traumatic events) – on the other we have major progress being made with movements led by change makers (diversity, equality, protection laws). It’s easy to get swept up in the […]
It appears that recently the brand equity of Lyft is ‘winning’ in the ride share industry. Uber has been in the media over the past year for negative reasons such as poor leadership, low employee morale and disgruntled drivers. Uber has been recovering by shuffling the executive leadership team and soothing unhappy drivers by having […]