Key Insights

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  Understanding the emotional 'why' behind customer engagement creates a sustainable competitive advantage.

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  Employees are more important stakeholders than customers or shareholders in delivering successful customer experience.

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  Boards of directors are evolving to include more functional experts and diverse members, shifting the strategic dialogue.

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  Wisdom, gained often from failure, is a more powerful guide for leadership than intelligence alone.

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  Trust, built on aligned values and transparency, is foundational between employees, employers, customers, and boards.

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  Customer obsession without regard for employee well-being risks unsustainable practices and deteriorating experience quality.

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  CEOs struggle to clearly articulate the investment and vision needed to differentiate customer experience effectively.

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  Authentic leadership means being transparent about challenges and purpose, not just optimistic messaging.

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  Technology cannot replace human connection which is vital to sustaining trust and engagement.

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  Employees should boldly raise concerns focusing on business impact to be heard by leaders and boards.

Notable Quotes