Summary

In this conversation, Denise Thompson and John DiJulius III explore the evolving landscape of customer experience and consulting. They discuss the challenges faced by young adults in social interactions, the state of customer experience in America, and the importance of co-creation in consulting. The conversation also highlights the need for executive sponsorship in consulting projects and the significance of identifying red flags in consulting relationships. Additionally, they touch on the impact of leadership on community and the importance of making a difference in the lives of others.

Takeaways

• The importance of social interactions for young adults today.
• Customer experience in America is declining, with a need for improvement.
• Consulting should focus on co-creation and capability building.
• Identifying red flags in consulting relationships is crucial for success.
• Executive sponsorship is vital for the success of consulting projects.
• The zip code a child is born into is a significant indicator of their future success.
• Consultants should ask the right questions to uncover real issues.
• Creating systems for people, not just for companies, is essential.
• Leaders play a critical role in shaping company culture and customer experience.
• Making a difference in the community is a responsibility of leaders.

Chapters