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The European-born CEO of China’s leading tissue manufacturer discusses the changing nature of competition in the region and describes how learning to lead through trust and authenticity proved to be a personal turning point.

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The head of HR at Cafe Rio Mexican Grill describes how the company baked the best of its small business culture into a scalable model that is proving vital for the company’s success.

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With customers calling the shots like never before, companies need a new kind of customer experience leader. The best of these will excel in three areas.

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The rules of customer engagement are shifting as global retailers search for leaders able to master the ever-changing world of omnichannel commerce.

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US companies of all stripes can benefit from more diverse senior management with a broader range of cultural experiences and cognitive skills. Developing such leaders will be a competitive necessity in an increasingly complex world.

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Expert Guidance

Why has customer experience improvement become such a hot topic today? Consumer expectations are higher. Word of mouth travels faster. Consumers are empowered like never before. And great customer experience drives loyalty and revenue. Downplaying the importance of the customer experience is no longer an option as the voice of the customer continues to get louder.

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The roster of consumer products companies spinning off divisions or business units into pure plays has grown long in the past several years and is getting longer. Whether a particular spinoff is driven by impeccable business logic, activist investors, or inexorable market forces, one thing is certain: the move triggers a host of talent challenges.

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