Passikoff: Branding, Without the Illusions
A scoutmaster asked his troop what three things they’d want if they were alone and lost in the desert. One scout replied, “A compass, a canteen of water, and a deck of cards.” “Why a deck of…
Why Collaboration Is an Environmental Outcome, Not a Personality Trait
Editor’s Note: This is the third in a series of excerpts from Michael Fisher’s leadership book “From Boardrooms to Barns” which offers up practical, tested – and…
March 31, 2026
The Five-Step Leadership Sequence That Keeps You From Escalating the Room
Editor’s Note: I’ve known and worked with Michael Fisher for about 6 years now and to say that I value his friendship would be a weak understatement. Michael’s contributions to Customerland…
March 24, 2026
From Call Centers to CX Engines: eClerx’s Michael Hutchison on Closing the Expectation Gap with AI
The modern contact center sits at the fault line of customer capitalism. Every day it absorbs the friction between what customers expect and what organizations are equipped to deliver. That…
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Keep Up to Date with the Most Important News
Retail at the Speed of Intent
Retail has crossed a quiet but consequential threshold. Real-time decisioning is no longer a differentiator reserved for elite operators – it is table stakes for survival. The gap…

