Focusing on customer journey efficiency rarely leads to a great customer journey experience.

Vision happens when imagination meets ambition.

Just “saying it like it is”, isn’t authentic, but autistic.

Effective leaders don’t yell or tell but sell or compel.

Just like in parenting, leadership fashion has swung from a crude to a curling approach.

Micromanagement makes people feel controlled but macromanagement makes them feel abandoned.

Successful fishers don’t hunt fish but lure them.

Leaders who can’t laugh about themselves are the truly foolish ones.

Disappointment, frustration and bitterness are the self-inflicted consequences of expectations.

Traditions are organizational fossils that no longer make sense, but still give meaning.