Understanding customer experience is the cornerstone of any successful enterprise, but what happens when your customers don't tell you how they feel? We often rely on direct feedback—surveys, reviews, and direct messages—to gauge client satisfaction. However, the vast majority of consumer experiences happen in the silent spaces in between. Evaluating these unspoken interactions requires a strategic eye and a proactive approach to quality architecture. I am thrilled to share t

I am pleased to share that my expert response was selected for publication in a Forbes Business Council Expert Panel article. The article is now live on Forbes and discusses an important business topic: pricing power and how companies can protect it in a budget-conscious market https://www.forbes.com/councils/forbesbusinesscouncil/2026/05/15/pricing-power-how-to-protect-it-in-a-budget-conscious-market/. Being included in a Forbes Business Council Expert Panel is a meaningful