Messaging needs consistency. Conflicting language across functions leads to confusion and erodes customer trust. Leadership drives change. Leaders must model collaboration, remove blockers and keep ...

Customer expectations have changed. Many brands claim to care about their customers, yet their actions often suggest otherwise. Poor service, slow response times, and lack of transparency push people ...

Michael Goshka is CEO of Planfix, a SaaS platform that cuts costs, reduces errors and automates workflows for smarter business operations. I still remember the early days of launching my startup. My ...

Too many organizations treat CX as a function, not a culture, leaving growth, loyalty and employee alignment on the table. Leadership drives change. CX culture only takes root when senior leaders ...

Here’s the deal: Chasing quick wins is a fool’s errand. Sure, those quick wins and immediate sales might pad the quarterly reports, but they’re definitely not setting you up for sustained and ...