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Being Human
Similarities First: A CX Lesson from Around the World
I Can Hear Your Voice: Let Your Writing Sound Like You
Would Your Client Want to Have Dinner with You?
Why I Keep Writing — And Why You Might Too
What Makes a Trainer Engaging? It Starts with Who You Are
What My German Class Taught Me About Listening
“I Didn’t Sleep Well” Is Not a Customer Experience Strategy
Values Don’t Mean Much If They Don’t Cost You Something
Three Life Lessons to Reflect On at Year’s End
The Curse of Knowledge: A Cognitive Bias Explained
German Fairy Tales Are Terrifying — Much Like How Some Leaders React to ‘Bad’ CX News
Strong Opinions Don’t Guarantee Good Decisions
Shared Understanding: What Great CX Leaders Cultivate
Good Outcomes Don’t Excuse Bad Decisions
We All Took a Personality Test — So Now What?
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