Understand innate reactions. Customers are people, and like all human beings, have subconscious reactions to their environment. Improve CX through customer behavior. A psychological lens can help CX ...

One of the most important aspects of a leader's role is to deliver difficult feedback to help their employees grow, adapt, and perform. Too often, I have seen leaders choose to ignore this important ...

Bill Gates said, "We all need people who will give us feedback. That's how we improve.” Great leaders know positive feedback is essential to boost employee morale, productivity and engagement. So much ...

Early in my (Chantal’s) career, my manager, Scott, shared something in my annual review that I’ll never forget. My sarcastic sense of humor made some people uncomfortable. He recommended that I “tone ...