Customer Service Academy

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 f