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

In today’s fast-paced and interconnected business landscape, seasoned leaders who excel at “connecting the dots” play a crucial role in driving business development and enhancing customer experience: their unique ability to synthesize information across various functions, industries, and timeframes sets them apart, enabling them to navigate complexities and foster growth. Here’s how these leaders make...Read More

Being interviewed at the 9th April 2025 LEADERS OF TRADE event in Warsaw, I had the opportunity to share my viewpoint on Retail and store experiences, considering that today we have 6 generations of customers, each of them with specific expectations, and from a sales & marketing perspective, this is a great challenge. Here a...Read More

In Retail and Hospitality, the talent shortage – or the competitive world of talent acquisition – is a matter of discussion: in companies, in events, and quite everywhere; and apparently it’s the biggest concern these sectors are facing, as they say in webinars, in roundtables and in dedicated events. From my experience and my perspective,...Read More

The transition from being a top salesperson to a sales manager is a significant shift that often presents unique challenges. While excelling in sales requires a specific set of skills, managing a team demands a different approach and mindset and this misalignment can lead to inefficiencies and dissatisfaction if not addressed proactively. The Skill Gap:...Read More