Blog & Resources


Destructive Leadership Practices: Is Your CEO in Denial?

We have a saying around here. We only work with "enlightened leaders." I started saying that after a particularly challenging consulting exercise. I was working with a growing technology company. They had a lot of great things going for them. ...

Sharpie's Customer Experience Innovation Case File

We're happy to release our first Customer Experience Investigation™ Case File, where we examine the experience of a brand and how they either deliver (or not) a superior customer experience. After all, you can't focus on the future of customer ...

Customer Experience Investigator: A Day In The Life

It's hard to explain what I do. Customer experience is a topic many are passionate about, yet they don't always know what to do about it. I'm often introduced as a "consultant" which leads people to wondering what I do ...

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