“How can we improve CX when we have business targets to meet? How can we focus on people outcomes when we have business outcomes to focus on?” This is what I (and other practitioners) have heard for many years in the customer experience field.

Here’s my response… Love is not the antithesis to business targets; it's the accelerant of them.

Why do we lean into the instinctive short term decisions that are counter to the long-term outcomes we truly want?

If we want to be remembered as someone who made a positive impact on people - what does our natural/instinctive perspective, posture and practice towards people TODAY indicate this memory will be?

We can not procastinate the outcomes we want and expect to make up for it all at once. The legacy we want will not magically happen.