Customer Service Academy · 2025-12-31 · 34 min
As we head into 2026, leaders are facing a familiar challenge in a new form. Expectations are higher. Attention spans are shorter. Technology is accelerating. And yet, the differentiator hasn't changed. In this episode I talk about what is needed to drive employee experience, customer experience, and hospitality to drive business results. In this episode, you'll learn: • Why leadership, hospitality, and CX are no longer separate conversations • How employee experience directly shapes customer behavior and loyalty • Why hospitality is a strategic growth lever, not a "soft" skill • The rise of premiumization and intentional moments that matter • How technology should enable humanity, not replace it • The leadership behaviors that will differentiate brands in 2026 • Practical questions every leader should be asking right now Perfect for: hospitality leaders, business owners, CEOS, COOs, CX/EX professionals, operational managers, retail and service teams, training and development leaders, and anyone responsible for people and performance (and sales growth) in 2026. If you are ready to start 2026 with clarity, confidence, and momentum, this episode is your launch point.
194: The Value Paradox: Lessons in High-Stakes Hospitality48 / 100193: The Superpower of Bringing People Together With Amy Wiggins, Lakeland Chamber of Commerce192: People Squared - Leading in an AI World With Nikki Barua191: Why Experience Matters as Much (Or More) Than Product With Dan Thumberg, Swan Brewing190: The Year of Experiential Hospitality