Felisa Palagi, Author at Archive of IC Blog
June 19, 2020

Juneteenth: A note from our CEO

March 26, 2020

Life Interrupted: A Community of Leadership the Times Call For

Tips to effectively lead during this time of disruption from CEO, Felisa Palagi.
January 2, 2020

Customers Expect More in 2020: How to Deliver Better Service and Stand Out

Reducing friction is about delivering a great experience by making the process as simple as possible for your customer. In the year ahead we expect that more businesses will be investing in improving four particular areas to reduce customer friction.
December 9, 2019

Konnichiwa: 8 Perfect Service Lessons Learned from Japan

In a note to the company last week, IC’s COO Felisa Palagi shared how Japan delivers perfect service, and how this aligns to IC Way fundamental #4 Walk in Other’s Shoes.