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Customer Service Academy Podcast with 4xi's Barbara Boden and Ann McNally

Barbara Boden, Managing Partner and co-founder, and Ann McNally from boutique advisory firm 4xi Global Consulting, share their insights on the importance of data and benchmarking on this episode of Customer Service Academy hosted by Tony Johnson.

In this episode, we welcome Barbara and Ann into the studio to talk about data, insights, vendor relationships, and moving from insights to action. They have also created a new tool called CRITERION Benchmarking - a membership driven platform to find information on questions leaders have about their business and specific topics.

Barbara and Ann share their thoughts on how:

  • The best organizations use data to make decisions and prioritize resources.

  • Working with contract partners to connect cultures in a meaningful way.

  • Don't let data rot in a desk drawer, you must take action on what you learn to improve your business.

  • Just getting the data isn't enough - share the information widely to harness the brainpower of your organization.

  • In times of uncertainty, data keeps the focus where it matters the most.


CRITERION is an exclusive online membership for workplace experience leaders - with access to peer-to-peer insights on various site services. CRITERION provides real-time answers to the often asked question – how do we compare to others? CRITERION gives you access to insights both inside and outside your network and eliminates the time and effort devoted to gathering answers through limited calls and emails. CRITERION Members agree to participate in the monthly anonymous survey covering relevant workplace topics. Our reporting methodology ensures confidentiality while providing an in-depth actionable report in aggregated format. CRITERION also offers a combination of public and private polls only accessible to members in our password protected membership area.

The possibilities and use cases are endless, but here are just some examples:

  • Return to Work Strategies

  • Post COVID Best Practices

  • Amenities Strategies

  • Foodservice Insights

  • Breakrooms & Pantries

  • Policies & Procedures

  • Investments & Subsidies

  • Sustainability & ESG

  • Health & Wellness

  • Key Performance Indicators

  • Technology & Innovation

Learn more about CRITERION Benchmarking and how it can help you with data and insights through peer-to-peer learning.


Barbara Boden spent 20 years of her career leading global hospitality and amenities services at financial services powerhouse JPMorgan Chase & Co for 250,000+ associates worldwide. Barbara is a thought leader and pioneer of creating winning strategies and execution of first class work experiences.

Ann McNally led global amenities at Bristol Myers Squibb and Morgan Stanley before leading growth with service giant Sodexo. Ann was one of the founding consultants at 4xi Global Consulting and is the practice lead for Criterion Benchmarking delivering data and insights for amenities services leaders.

For more information on 4xi, 4xi360, or CRITERION Benchmarking, you can email Ann McNally at


Tony Johnson is 4xi’s Chief Experience Officer and leader of the Evolving Experiences© practice. Before joining 4xi, he was the Customer Service Officer for Aramark, a global food and facilities organization. Tony is a Certified Customer Experience Professional (CCXP), award-winning speaker, and globally recognized employee and customer experience expert.

Tony is the author of 3 books on leadership, employee engagement, and customer experience and hosts an industry-leading weekly podcast, Customer Service Academy.

Customer Service Expert | Author | Trainer | Speaker


4xi: Inspiring a brighter future, together.

4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, creating an impact on the Human Experience (HX) for people at work, in education, rest, and at leisure.

We believe in a people-first, experience-led philosophy; whether client, employee, or guest – their experience is the fundamental foundation of success.

We work with corporations, service providers, and innovators:

  • Strategic Advisory & Special Projects (SPx)

  • Headquarters Fractional Support On-Demand

  • Evolving Experiences© - Employee (EX) & Customer Experience (CX)

  • Design4Life©: Environmental, Physical, and Experiential Design

  • Global Amenities Strategy, Design & Operations

  • TRUE NORTH©: Strategic Partnership & Growth

  • Explorers Innovation Directory: Gateway to Innovation

  • Sustainability Simplified©: Supply Chain & Innovation

  • Market Research Reports & Benchmarking


4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy.

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