I recently had the honor of chairing, interviewing and moderating discussions at the CX Retail Exchange event in Lisbon, organized by IQPC Exchange: the event brought together a diverse group of industry leaders and experts to explore the evolving landscape of customer experience in Retail. It was an incredible opportunity to delve into key topics...Read More

The Cost of Inaction (COI) represents the tangible and intangible losses that organizations or individuals face by choosing not to act, delaying decisions or maintaining the status quo when change or investment is necessary. Unlike the commonly measured Return on Investment (ROI), which focuses on the benefits of an action, COI highlights the consequences of...Read More

The modern workplace is more generationally diverse than ever, with up to 5 generations working side-by-side. (and in Retail the additional challenge is to satisfy 5 generations of consumers. I see a strong link between the two, but let’s stay focus on employees). Traditional, vertical, or horizontal but still “one-size-fits-all” leadership strategies – yesterday’s playbook...Read More

From authority to collaboration We are told that during centuries Leadership has shifted from authoritarian models to collaborative approaches, however, in my analysis and from my perspective, effective leaders adapt their style to the context, people, and goals—a concept I refer to as “situational leadership.” My experience in diverse environments, such as M&A and corporate...Read More

In today’s rapidly evolving digital landscape, one of the most pressing challenges businesses face is the growing disparity between executive perceptions of customer experience (CX) and the actual sentiments of customers. As artificial intelligence (AI) continues to empower consumers with unprecedented choices, organizations must transcend traditional transactional interactions to foster authentic, lasting relationships. The Challenge...Read More

The most difficult component in human relationships is giving / receiving feedback. In my experience, feedback is one of the most powerful tools for professional and personal development—yet it remains one of the most misunderstood and underutilized. When harnessed correctly, feedback can drive innovation, strengthen collaboration, and accelerate growth. But too often, it falls short...Read More