Not long ago, I read a story about Walnut Creek, a small city here in California. The headline made it sound like they were spying on visitors. Creepy, right? But when I dug into it, I found something more familiar and maybe more frustrating. Turns out, the city was using

As customer support and success leaders, we often find ourselves balancing the need to meet immediate performance targets with the longer-term goal of building a high-performing, sustainable team. In a KPI-driven world, it’s easy to become consumed with tracking metrics, but the true challenge lies in using data to