Let’s imagine you are tasked with this challenge: Your CEO will host an annual meeting with your company's top 300 leaders. These precious three days are the only ones during the course of the entire year that these leaders will spend together — in person or virtually.

You are...

We all know that customer service, or keeping our paying customers satisfied, matters.

External customer service drives customer experience, customer loyalty, revenue, and even profitability. According to an article about external customer service, published by McKinsey, the...