A couple of days ago I looked out of my hotel room window and had a small epiphany: I need to speak up more.

To date I’ve shied away from social media, but there’s a serious problem that needs to be addressed: the areas of business that I am expert in — customer experience, marketing and product strategy more broadly — are awash with bullshit that is going almost completely unchallenged.

While some of this advice is just stupid and harmless, a lot is downright dangerous. If followed, initiatives will fail, undermining the credibility of professions I care about.

I want to help people succeed. If I don’t provide an alternative viewpoint, I do everyone a disservice, myself included.

Who am I to judge? Good question! While I've got a lot to learn, I'm not without credibility: I wrote the only book on CX to win a major award. I’ve been invited to share my ideas with organizations from Microsoft to the FBI. I’ve met with thousands of leaders and professionals around the world. I’ve read almost 400 books on my field - one every two weeks for fifteen years. I’m also a senior visiting fellow at Cass, one of the top rated MBA programs in the UK.

If I keep that hard-won expertise to myself, what was the point in learning it in the first place? Time for a change.

See this post on LinkedIn