4xi Global Consulting & Solutions is a boutique advisory firm focused on advancing the Human Experience (HX) in the away-from-home markets: at work, in education, at rest, and at leisure. Our team of senior leaders, and industry and functional experts are available to support your Employee (EX), and Customer Experience (CX) Strategies. CLIENT ORGANIZATIONS | SERVICE PROVIDERS | INNOVATORS | ACCELERATORS TONY JOHNSON IS 4xi's CHIEF EXPERIENCE OFFICER AND LEADS OUR EVOLVING EXPERIENCES© PRACTICE FOCUSED ON TRANSFORMING THE HUMAN EXPERIENCE (HX), AND BUSINESS PERFORMANCE THROUGH EMPLOYEE (EX) AND CUSTOMER EXPERIENCE (CX). EMPLOYEE EXPERIENCE STRATEGY Creating am EX strategy hand in hand with your business imperative, sharing, learning, teaching, and tools. ​CUSTOMER EXPERIENCE STRATEGY Focus on your customers and their needs, and how you drive optimum levels of experience, satisfaction, and loyalty. ​CULTURE CHANGE Embracing a Human Experience, a people-first approach requires engagement and winning hearts and minds. ​TRAINING & PLAYBOOKS Feet on the ground practical training and support for your team, and the materials that memorialize the strategy. ​MEASUREMENTS OF SUCCESS No program can be successful without the correct measurements and data that align with your imperatives. Elevate© is a platform that gathers data and insights from your operations in real-time giving you visibility like never before. OPERATIONS | AUDIT | EMPLOYEE EXPERIENCE (EX) | CUSTOMER EXPERIENCE (CX) "WHEN YOU PLACE PEOPLE AT THE CENTER OF EVERYTHING YOU DO, THE MOST AMAZING THINGS ARE POSSIBLE." HUMAN EXPERIENCE. EXPERIENCE MATTERS! Meet OUR TEAM and learn more about how we can support your business, BOOK A CALL to explore how we can help you, or email us at hello@4xiconsulting.com 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. San Francisco | New York | Orlando | North Carolina | Philadelphia | Seattle | Silicon Valley | Dallas | Santiago | London | Tokyo

A storyteller; a raconteur; a griot or jalimuso. The most welcomed of visitors to the tiny hamlets of Ireland in ye olden days of yore was the arrival of the Seanchai. These storytellers brought the villagers together in excitement and delight. Of all the skills and talents that a community shares and, in fact, needs, it is to hear and tell their stories. These stories are often set to music as an early kind of blockchain to protect the words and the meaning that still resonates. Think about the nursery rhymes from childhood and delight in the fact that most can still remember them today. Think about your favorite tunes or those commercials that ring in your head over and again. Today, we call this marketing. We prepare our content, materials, and presentations to share information; speeches written, notes jotted down. We record podcasts to discuss subject matter and gather opinions; we create videos on YouTube or reels on Instagram; we chat, we talk, and we tell each other what? Stories – lots and lots of stories. The word seanchaí, which was spelled seanchaidhe (plural seanchaidhthe) before the Irish-language spelling reform of 1948, means a bearer of "old lore" (seanchas). In the Gaelic culture, long lyric poems were recited by bards (filí; filidhe in the original pre-1948 spelling) in a tradition echoed by the seanchaithe. Not just in Ireland, these individuals existed in almost every culture worldwide. We remember Gandalf from Lord of the Rings and how he would turn up out of the blue and tell his stories of mystic lands far away from The Shire. You only have to look at the Bible, which is a collection of stories and learnings, the ancient incantations of the Benedictine Monks, and the cave paintings of our ancient ancestors. Storytelling has been with us since the beginning of humankind. Have you ever wondered why? Reading books, magazines and newspapers tell us stories, and we engage with them daily, yet there is something magical, captivating and intriguing to just sit and listen to a true storyteller. The art of storytelling imprints the message in our brains and stays with us far beyond the event itself. To grow, expand and develop yourself, your business, or your community, learn to become a storyteller. You see, the power is not in the tale but in the delivery! It is not in the content but in the feeling the message sends. The strength of the story is not in the words but in the space between them – the silence – the gap – the gaze, and the deep and sudden inhalation! Anticipation of the next word; the feeling of complete focus; preparing your mind to comprehend what your ears are going to hear next. Being in the moment is a powerful state of being and every guru has spoken of this wonder. When you truly listen to a storyteller you are in that magically, healing, mindful moment. Storytellers capture our imagination, provoke our thinking, settle our busy minds, and open doorways to new ways of seeing, understanding, and believing. A storyteller is a healer, and a giver of life in so many more ways than the content of the message or story. If you want to move people; if you want to create change; if you want to cultivate growth and creativity, learn to become a storyteller. Listeners will gaze at you spellbound – be humble and honor their attention. You see, the strength of your gift and wisdom is not found in a book, inside an academic degree, or in the pouring out of fathomless knowledge or facts. It is in the alchemy of breath, pauses, eye contact, or soft hand gestures – each word framed in such art that it stands alone and imparts with, and sometimes without, sound. To be the change you wish to see in the world, become a Storyteller! And, if you really want your story told, hire a storyteller to share it for you! Dina O'Reilly is 4xi's Strategic Partnerships & Growth lead - she works with clients who are seeking opportunities to improve, grow, and thrive. In addition to growth, Dina has a wealth of experience in several areas of business, from leading call centers and call center design to operations and project management. Dina and the entire team at 4xi are here to help you drive positive change and impact. To learn more about Dina, download her BIO, or you can contact her directly at dina@4xiconsulting.com 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. San Francisco | New York | Orlando | North Carolina | Philadelphia | Seattle | Silicon Valley | Dallas | Santiago | London | Tokyo

I am a mountain person in every way. While beaches, oceans, and fancy resorts are quite charming, they do not call my name. Towering, powerful exudations from the earth consuming the skyline, glistering with snow in spots, grey craggy outcroppings preciously poised on a spur appeal to my chutzpah. The demand of the climb; the complexity of terrain; the wonder of the views; the color of the sky when you summit; the light breeze across the scree and the sense of achievement it brings – what a wondrous moment – well, at least until you remember that you still have to get back down! I'm not talking about the formidable or technically demanding climbs of Mount Kilimanjaro, the Eiger, Mount Denali, K2, or Everest; I am talking about mountains we, mere mortals, can enjoy: the Rockies in Colorado and Canada or less elevated peaks like the Great Smokies, Adirondacks or Appalachian. The rugged, majestic strong friends who provide enough demand, difficulty, and challenge to build up in us strength, determination, persistence, and resilience. "Climbing mountains is like living life or running a business. It is about being prepared for all eventualities, choosing the route thoughtfully but knowing when and where to bivouac." You need only be on a mountain peak once as a thunderstorm rolls in and feel the electricity dancing off your skin to know mountains can challenge, demand, and terrify very, very quickly. "But mountains teach, too; they are life coaches and quiet business leaders in so many more ways than we can imagine." ONE: mountains teach us to be prepared, to think before we leap, to consider ‘what-if’ scenarios, and to come to the mountain with openness yet willing to fall, slip and slide. It seems that in business, the better prepared we are, the better the strategy and plan; the nimbler and more flexible enough we are to change with the wind, the more successful we will be! Thought leadership is at play every time you prepare to climb the mountain, for without thought, you are ill-prepared for what might lie ahead. TWO: of all the factors that allow you to conquer the mountain it is, in a word, Team! When you hike or climb with experienced and knowledgeable teammates, the journey feels safer, the path clearer, and the obstacles less confounding. Leaning on others for support, guidance, inspiration, and shared wisdom allows all to reach the top and enjoy the fruits of the labor. THREE: risk is always around us in a myriad of ways from many sources, yet we, at times, forget to take it seriously. The mountain teaches you to pay attention to risk; define it; know it; appreciate its power and prepare for it. Never push past the limits of weather, conditions, or arrogance because, if you do, you will lose. "In business, when we ignore risk and take a cavalier attitude to the details, it will bite us – it isn’t complicated; Risk management is a thing because it really is a thing!" FOUR: commitment, courage, determination, and even resilience are traits developed, honed, and strengthened when you climb a mountain. You may gasp, clasp, and reach a breaking point of physical exertion, but a rest, a few minutes of reflection, and you dig deep, find that kernel of power within you and keep going. "They say the difference between success and failure is to never, never, NEVER give up." I have stood atop a 14’er (fourteeners) in the sparkling sunshine under a cloudless sky and listened to the soft breeze that is truly the Breath of God. A silence above the tree line that is humbling and all-consuming. Peace and serenity must be experienced to be understood, for truly, we have no words to do this feeling justice. Is it worth it to put such effort into climbing a mountain, learning the lessons, and growing into a better version of yourself? I will leave that decision to you! Dina O'Reilly is 4xi's Strategic Partnership & Growth lead, she is also our Project Management Office lead, and Ghostwriter in Residence, providing BLOGS+ services to clients. To learn more, contact Dina at dina@4xiconsulting.com 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting 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. San Francisco | New York | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

The value of tangible and intangible assets is often part of the valuation of a company. Take the overall value of a company minus the fixed assets, and you have a delta – a difference, sometimes described as ‘Goodwill.’ Goodwill is prized in organizations where intellectual property, intelligence, experience, use of patents, and perhaps consulting knowledge is the key service or offering, for, without it, the client base and long-term profitability are potentially compromised. When the product is intangible, then goodwill is key to ensuring success. But what if there was something higher than intangible? What if intangible could be measured by its collective, global, sustainable, or environmental value? What if we take the concept of goodwill or value and increase it? Could we bring an idea to the populous and cultivate a ground swell of interest and participation? Is it possible to go above intangible into the Supra level? In many ways, the contributions we are encouraged to make to charities, our communities, and indeed to how we think about using plastic, recycling, or even cycling versus driving to work are aspects of a potential new level of order where the more each action is taken, the cumulative benefits kick in for everyone. If you haven't already, watch The Kindness Diaries, and how one man and his motorcycle were inspired by a gas station attendant in Los Angeles, and his act of kindness to traverse the world, paying it forward to those in need - this is Supra. So, I can sell a product, service, idea, or solution. I could also make that intangible offering such that it becomes a global gift. How wonderful to have a better concept and offering the more you do it. When each person, company, or country elects to engage with your concept, they improve the quality of life for everyone. "This is the notion of SUPRA intangible. No matter how well designed or built a tangible asset is, it is still consumption, but intangible lends itself to multiplication with value into great gifts." Pay it Forward Coffee is just one example of random acts of kindness that built into a ground swell of joy for so many in the coffee lineups in the wee hours of the morning. Something as small as a random human paying for your coffee set you on a path of gratitude and joy for hours after the event. Paying it forward at a coffee shop isn’t a new idea, but one cafe has made it even easier to buy a drink for someone in need. Usually, the idea is you pay for two drinks instead of one, so if someone wants a drink but can’t afford it, they can ask to use the ‘pay it forward’ bank instead. As you review your company, products, and services, think about the aspects that could be deemed Supra Intangible. How can you make a difference on a larger scale by promoting your intangible assets? Food for thought! As I see it, there is an extraordinary opportunity to understand yourself and your assets in ways hitherto unknown! Enjoy your own musings! Dina O'Reilly is 4xi's Strategic Partnership & Growth lead, she is also our Project Management Office lead, and Ghostwriter in Residence, providing BLOGS+ services to clients. To learn more, contact Dina at dina@4xiconsulting.com 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting 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. San Francisco | New York | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

Conceivably the dullest of structures are often those that help us the most. The humble routine is boring, tiresome, predictable, and most pragmatic of structures. Most of us do not necessarily espouse to loving routines, yet we enjoy the outcome of ticking a box, closing a door, making a bed, and knowing that we started our day with a few small achievements, successes, or just got the busy stuff done and out of the way! Who doesn’t love the end of the chore list, the organized desk, the clean kitchen, or the empty file tray? Life without routines can, and often does, result in a mess – both visually, mentally, and professionally. Routines are the stuff of success because they create two key behaviors that make growing and improving possible: discipline and consistency. These two nouns do not inspire or resonate with excitement, yet without them, the road to success is met with delays, struggles, and sometimes even failure! Routines are the foundation of order, and order is a key construct of success! Counter to routines is the notion of Ritual! Rituals are, in short, comforting routines. Associated at times with cults, ceremonies, or group events, rituals are, in fact, small steps we take to find that peaceful place or celebratory place. From making a cup of tea thoughtfully; warming the teapot and finding your favorite cup; waiting and watching the bubbles rise till the kettle whistles; pouring and waiting for those precious moments while the tea steeps, and then take your first comforting sip reflecting on how all those little steps were worth it. The workplace, too, is full of soft, comforting rituals that should be encouraged, enjoyed, and welcomed. Perhaps the break at 11 to gather for a chat, a trip to the kitchen to peep into the fridge, the afternoon stroll around the block with some colleagues. "Routines may be muscular, but Rituals are emotional and just as important." Last but not least are the bones of it all. Rules are strong, supposedly unbreakable, and, if nothing else, supportive and rigid. From raising children, directing traffic, or running a project, rules are imperative. The crucible of consistency often comes in the form of ‘rules is rules', but while rules are necessary, having too many is soul-destroying. Routines, rituals, and rules! It seems in varying degrees, each in the right measure brings wisdom and value to the business world in ways that allow creativity to flourish, safety to exist, and targets to be met. There is no clear answer, nor is there one clear path to growth, success, retention, or creativity but understanding routines, rituals, and rules allows you to decide how much, of which kind, and in what measure to incorporate into your day, your teams, or your company. Routines and rules abound; perhaps you may have more than you need. However, I sense that you may be missing some warming rituals. Rituals entice, engage, and create loyalty in your teams; they are the moments to look forward to; collective sharing, being, and collaborating strengthen the bones and muscles of the company. "Cohesive, strong teams are not just intellectual units, or organizational puzzles snapped together – they are emotional collectives, and the glue can often be in the rituals that serve everyone!" Want to build a cohesive team? Focus on rituals, not more routines or rules. Create some moments in the day or week where a warming ritual becomes a part of the measure of the team. Look to open communication with steps for each to follow: a virtual Zoom or Teams where everyone arrives with a drink and snack and shares a recipe or two. A 15-minute book club sesh where each share the book they are reading, completed, or just considering. Rituals bring with them a relaxed sense of ease – no formality or demand – just welcome and acceptance. Rituals are the glue and the emotional resilience we lean on in tough times. When the heart is strong, the body and mind flourish! Dina O'Reilly is 4xi's Strategic Partnership & Growth lead, she is also our Project Management Office lead, and Ghostwriter in Residence, providing BLOGS+ services to clients. To learn more, contact Dina at dina@4xiconsulting.com 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting 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. San Francisco | New York | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

Communication is one of the most complicated, multi-faceted, and yet crucial components of how we interact with others around us. Our ability to be heard – to be understood – to be part of the collective, to share wisdom, facts, and information, or to just simply give a weekly update on our activities hinges on how those around us who ‘hear’ what we are saying can, in fact, tune their ear to understand us. "If hearing is to awareness, then listening is to discernment." We often, in conversation, hear terms like “it kinda sounds like” or “it seems like” as a means for the listener to put a framework around the speaker’s words, descriptions, or terms to help create clarity. We, the speakers, put a great deal of gravy around our words because we know all too well that not everything we say, in the way we say it, is understood! We, can, in our drive to communicate, cause confusion, befuddlement, and leave the listener needing qualification. Have you ever wondered why so much of what we hear, listen to, and comprehend is not fully understood or, worse, goes terribly wrong? And let’s face it, it does go wrong – a LOT! The definition of hearing is the faculty of perceiving sounds. Our ability to hear sound hinges on our ear’s ability to detect volume, pitch, rate, and pauses or vocal fillers. Tone and cadence drive, in many cases, comprehension. Too slow and we drift away; too fast and we become overwhelmed; too expansive a use of vocabulary and we struggle to understand what the speaker is referring to; so, it follows that perceiving sound is one small step in understanding. "An effective speaker takes stock of their audience and shares information using language and vocabulary their listener can easily understand." To listen, however, is to take notice of, process, find alignment with the content and discern the language into useful information for you, the listener. The true listener can still their mind, quieten their desire to respond, and allow the ‘words’ to percolate into understanding, but in all fairness to the gift of listening, even the most developed minds sometimes need clarity. The true speaker, conversely, takes the time to share information using language and vocabulary that their listener can easily understand and, more importantly, process. Some of the most successful leaders, coaches, and advisors are both tremendous listeners and speakers. The cojoined skills bring a depth of understanding, acceptance, and allowing that arises from the gifts they bring. We each love a good listener but often do not appreciate the complexity and strength it takes to become one. We also love a good storyteller or a leader who shares clearly, thoughtfully, and patiently. If hearing is to awareness, then listening is to discernment. Being aware is the first step in the journey to understanding, with discernment, the wisdom to use what you have heard wisely and effectively. "80% of communication is non-verbal – in this Post Pandemic era with video conferencing as a key tool, we are missing crucial elements in communication effectiveness." The missing link for many of us in this post-Pandemic era is the lack of non-verbal communication cues that have, until now, been an active part of our communication tool kit. With over 80% of communication being non-verbal, we are now missing key elements of comprehension and true understanding. While video is helpful, weak lighting and muddling, fancy fake backgrounds dull the micro facial movements vital to our conversations, leaving us craving more elaboration and detail around the words we do hear. No surprise then that the terms ‘sounds like’ and ‘seems like’ help us to both create a framework of understanding along with using these expressions to cross-question the speaker to truly understand what they are trying to communicate. "Did you know that the most successful conversationalists have a 50/50 balance of listening versus speaking?" Perhaps the time between the hearing and sharing tones allows the brain to process the content. While hearing is tone, listening is noticing, allowing us to feel connected to the speaker. Our need then to clarify what we have heard to allow the fragile strand of connection to flourish is vitally important to us. Next time you speak or listen to a conversation, take a moment to appreciate the speaker's attempt to communicate with you; take mental note of the words, phrases, and attempts the speaker is making to qualify, improve, and expound on the subject being discussed. There is so much more effort being exerted to provide ‘you,’ the listener, with valuable content. Learning is one thing. Learning to adjust to someone’s language, ways, and means of vocabulary choice, and sharing a story are equally as important. When we slow down, when we listen quietly, when we process in real-time versus ‘ahead’ of time, we allow the speaker the space to share in their terms. No need to jump ahead or cut them off but instead give rise to the ‘allowing’ that sharing words brings to a moment of conversation. "Seems like and sounds like = Listen more carefully – Adjust your language and improve your results." If your conversations result in your listener qualifying your story with expressions such as ‘it sounds like you…..’ Or it ‘seems like you are saying….’ Then it is time to listen to your own words and find ways to improve, adjust or perhaps just slow down. Communication is, as they say, a Two-Way Street! It ‘seems,’ therefore, and possibly ‘sounds’ like, the speaker needs to improve their language to be better understood, and perhaps the listener needs to exercise an elevated level of patience and grace. Dina O'Reilly is 4xi's Strategic Partnership & Growth lead, she is also our Project Management Office lead, and Ghostwriter in Residence, providing BLOGS+ services to clients. To learn more, contact Dina at dina@4xiconsulting.com 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting 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. San Francisco | New York | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

Best practice, as an expression, is a bit of an umbrella term, and any practice can be deemed ‘best’ if it suits a process, policy, or procedure yet is not, in and of itself, a best practice! Rules are often best practices in action, and for many of us, they have become a way of life. DEFINITION: Best practices are a set of guidelines, ethics, or ideas that represent the most efficient or prudent course of action in any given business situation. Best practices are, in essence, commercial, or professional procedures that are accepted or prescribed as being correct or the most effective way of doing something. By way of example: we have all come to accept a series of actions that were hitherto unknown to us just a few years ago! Put on your mask; wash your hands; pull out the hand sanitizer, and liberally apply! These 4 steps became a Best Practice extraordinarily quickly, with many of us continuing to just ‘do’ it without thinking. This new Best Practice didn’t even exist two years ago yet is now deemed to be the right thing to do. Hand and mask compliance is a Best Practice. But who deemed it so? We did. We each listened, learned, observed, and began adopting actions that became a part of our rituals. We, the people, began accepting these actions as behaviors that serve us. "In essence, a Best Practice isn’t just a construct or list of steps but a series of decisions that are adopted and inculcated into people who, in turn, bless the steps into becoming the best way of handling a situation." Best practices can then be considered, perhaps, as mass adoption actions. Infiltrated commentary that we all follow along with and just do as a part of conducting business. But is it a Best Practice? To truly know if a best practice in any given situation, it must be tested; it must be analyzed; it must be deconstructed, and reviewed for improvements or changes. Just because something is deemed to be a Best Practice doesn’t make it so! There is a rather boring yet powerful word in the English language – Sensible! The notion of sensible is founded on practicality, logic, down-to-earth approaches to life and function, and, in short, the ideal description for best practices. "When a best practice works, it is because it is sensible. It is not necessarily glamorous, elegant, or frilly but ordinary, predictable, and rational." Often best practices arise out of trial and error. When we exercise a process or function enough times, we trim the fat, remove the extraneous and leave intact the practical steps that take an action from beginning to end. While the phrase Best Practices provides a degree of elevated thoughtful design to any function, most, have simply evolved ‘sensibly.’ So, how do you decide if a best practice is indeed ‘Best’? …By sensibly deconstructing the practice, checking the sequence, defining the steps, and reviewing the outcomes. In short, apply your own kaizen. It is so easy for those with knowledge and power to define a practice, create a sequence, publish a paper or even command a population, but to be truly ‘Best,’ it must be adopted. Adoption is where the rubber hits the road! If you want to have Best Practices in your business, think about sharing the steps, explaining the logic, and then watch to see how many of your team ‘adopt’ the practice. A true best practice is one that is used, shared, and owned! How is BEST measured? Actions into practice. After all, it is only a Best Practice if everyone follows it! Dina O'Reilly is 4xi's Strategic Partnership & Growth lead, she is also our Project Management Office lead, and Ghostwriter in Residence, providing BLOGS+ services to clients. To learn more, contact Dina at dina@4xiconsulting.com 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting 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. San Francisco | New York | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

Therese Garner Service Excellence & Guest Experience 4xi Global Consulting & Solutions Once people know what I do for work, the most frequently asked question is, “Don’t you hate all the travel/airports/planes?” … My response typically goes something like this: “I LOVE, LOVE, LOVE what I do and because I’m so passionate about it, once I’m wheels up or wheels down, whatever negative experiences I may have had pretty much fall by the wayside”… So, here’s the “rub” of it: I jet all over the country teaching people how to “deliver exemplary guest service.” I have spent a lifetime in the hospitality industry, which means that I can spot great service and poor service almost immediately, and I don’t hesitate to call out either when I see them! The people that know me best would also tell you that I often can be heard saying that all of my experiences are just fodder for the next great training session! Having said this, were I to have to choose, I would tell you the one thing that rarely seems NOT to frustrate me is the TSA experience! I get that they have a serious job to do, but I also know that they get paid well to do it, so they should be happy in their roles as TSA Agents and pleasant to (at best) the majority of the passengers that pass by them! Now, having said this, I could tell you several “unfortunate experiences” that I have encountered passing through the TSA, but instead, I prefer to share the rarity that I experienced and that I have been sharing with people attending my training sessions for the past three years: As I said earlier, the TSA experience can be unpleasant… The harsh voices almost shouting, “Step forward,” “Don’t step back,” Don’t take items out of your bag,” “Take your shoes off,” “Leave your shoes on”… All of you who travel frequently are probably nodding your heads vigorously right now as you know EXACTLY what I mean. So here’s how it went at about 3:30 AM on a very cold morning when I was heading from Boston to Colorado… The line wasn’t too terribly long, but it was steady. As I got closer to the TSA Agent, a family of three was in front of me. The Agent, as she was helping them along, took the time to acknowledge me and let me know that she would be right with me. (KUDOS!!) When it was my turn, she greeted me very pleasantly, asked if I was traveling for business or pleasure, was I going someplace warm… (WINNING!) Completely engaging! She asked if I was traveling with any children and when I told her, “No, I’m traveling for work,” she pulled out a gold, foil Jr. Air Marshall sticker and said, “Keep this with you in case you are sat next to a rambunctious child. They love these, and it will do the trick”! When she asked me if there was anything else she could do for me, I said, “I wish I could put you right in my luggage and take you with me! You really know customer service, which is a rarity in the TSA Agents I usually encounter”! She cocked her head and whispered while winking at me, “Some people just shouldn’t work with the public. Have a great trip!” "WOW!! Right?! She certainly got my trip off to a great start, and that is why I will continue to share this story in my training until the sticker wears out and beyond!" The bottom line here in this TSA Tale is, “If people in hospitality could remember how important/impactful and game-changing their words and actions can be, the positive experiences would be exponential! So, when you think of your particular lines of business, ask yourself, “What areas of improvement are top of mind? What impressions do you want to leave on your clients, guests, and customers that will make them look forward to a return visit?” Be mindful of the basics of service, but think about those unexpected services that will surprise and delight Empower your teams to create seamless resolutions to problems/issues that arise. Make sure that your team feels valued so that they will, in turn, value the clients/guests/customers. These are just a few tips to get your teams headed in a direction that can take service to the next level. Thanks for taking the time to read my thoughts! Until next time… Leading with heart from the start Check out Therese's Bio here, and learn more about 4xi's Evolving Experiences and the work we do in Employee (EX) and Customer Experience (CX): 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting 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. San Francisco | New York | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

This month’s 4xi publication focuses on Evolving Experiences© and why a hospitality mindset should be at the center of every business’s strategy. We believe that experience matters! in every turn of the phrase, including that Experience MATTERS! Whether you’re in manufacturing, running a call center operation, retail, or producing software, ultimately, we’re all in the people business, and our focus on the Human Experience (HX) will set us apart no matter what products or services we create. Evolving Experiences© examines how our experiences are driven by emotional connections, the Experience Economy, and the impact on business. We look at what consumers and customers really want, in addition to the emotional experience of ownership, using examples such as Mini and Nike and how personalization and customization have transformed our world, our offerings, and the customer experience. Finally, we look at what it takes to create a great hospitality culture. At 4xi, we continue to grow and evolve, remaining focused on how we can add value to our clients and the away-from-home markets we serve: people at work, in education, at rest, and at leisure. No matter whether you’re a client organization, a service provider, an innovator, or an accelerator, 4xi is here to be a strategic resource, on-demand, and together, inspiring a brighter future, together. We trust that you enjoy this month’s article, the second edition of our Business in Action Magazine comes out next month, and we look forward to your feedback. Very warmest wishes as always from the entire 4xi team. Flick through our magazine version below, or email hello@4xiconsulting.com, and we'll send you your own PDF version. 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. He is the author of 3 books on leadership and customer experience and hosts an industry-leading weekly podcast. directions. Simon Elliot is Managing Partner and co-founder of 4xi and is focused on a people-first approach to enable optimum Human Experiences for people away from home: at work, in education, at rest, or at leisure. Simon is a global citizen, having lived, worked, and traveled to over 45 countries and six continents, and believes in the power of human potential. To learn more about 4xi or Evolving Experiences©, click the link below. 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. San Francisco | New York | Orlando | North Carolina | Philadelphia | Seattle | Silicon Valley | Dallas | Santiago | London | Tokyo

During a recent client call, I was asked, “Where did all the people go?”. In context, they were referring to the drastic shortage of workers in the hospitality industry. I scratched my head for a moment, as, of course, I had heard reference to the expression, The Great Resignation, but although I understood the concept, I couldn’t fully explain the why. Ever curious, this is my attempt to shed some light on that answer. You only have to take a walk down your local high street or shopping mall to see the myriad of “We Are Hiring” signs adorned on shop and restaurant windows. Recently on a visit to my local pharmacy, a handwritten sign said, “Sorry Closed: Short Staffed.” I was in New York observing an overworked, over-stressed bartender at the hotel, sharing with me that he was going to resign that week due to a lack of staff. He told me that he was doing the work of three, every shift, with no relief in sight. He was, as perhaps are many, facing ‘burn-out.’ This article goes through some of our findings and observations as many struggle to understand and address the Great Resignation, and how to keep doors open and satisfied employees and customers. Flick through our magazine version below, or email hello@4xiconsulting.com, and we'll send you your own PDF version. Data, Research & Reports: If you have an unanswered question or you want to dive deep and research a specific topic, market, or business opportunity, 4xi has a range of solutions, including data ingestion, analysis, and reporting. By analyzing your global property portfolio across different metro markets, labor data and statistics, cost of living, cost of hiring, and such things as retail food pricing indices, 4xi can meet your needs. Simon Elliot is Managing Partner and co-founder of 4xi Global Consulting & Solutions and is focused on a people-first approach to enable optimum Human Experiences for people away from home: at work, in education, at rest, or at leisure. Simon believes that Experience Matters! applies in many different ways and is the fundamental foundation of a successful business, no matter the business. Simon is a global citizen, having lived, worked, and traveled to over 45 countries and six continents, and believes in the power of human potential. He is a Fellow of the Institute of Directors, a Member of the Institute of Leadership & Management, and North America Chair of the WORKTECH Academy. Simon lives in the San Francisco Bay Area. 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. Tony is a Certified Customer Experience Professional (CCXP), award-winning speaker, and globally recognized employee and customer experience expert. He is the author of 3 books on leadership and customer experience and hosts an industry-leading weekly podcast. directions. 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting 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. San Francisco | New York | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

I don’t know about you but inspiration, ideas, aha moments, and wisdom never seem to appear when I want them to. I focus, search out lovely paper and elegant writing instruments, scribble notes, struggle away and, as Poirot would say – fervently exercise my little grey cells…. and all for naught. It seems akin to how little seeds just take their time to pop through the soil for their patient gardener. They break the surface of the soil without stress or strain, never pushing themselves against their inherent timeline. "It seems, like those little seeds making their way through the soil to the sun, we need to wait for those moments to find us because yanking and pulling them from the ethers rarely works." When the blank wall stares back at me, my energy level is potential, not kinetic, or I simply find cleaning out the pantry more exciting than writing, I go for a hike or a walk. I have found that leaving well enough alone allows the little seeds of unknown breed and origin time to push their way to the surface and surprise me with insight, enchantment, and delight. Writing is a joy, a creative passion, and something I love to do but learning to appreciate the quiet times, the yet-to-be-born ideas time is equally important. It seems that ideas, too, need to be left alone to grow into structures with roots, stems, and leaves. “You know that place between sleep and awake, that place where you still remember dreaming? That's where I'll be waiting." - Peter Pan. Perhaps it is here where ideas, brilliance, solutions, and wonder lives and waits to flourish. As business leaders, we push ourselves and demand more and more from our days, knowing that these times require it. We need to know more, be more, and learn more – we need to be kind, aware, creative, and sensible. We are both grounded in facts carrying heavy loads yet required to float in the magical or in the blackness where all of creation waits to be awakened by the thinkers. Yet, no matter how much intellect we apply to creation – no matter the ways we try to find to escalate or demand more of the creative process, it seems to illude us. Let thoughts swim into view, for it is only then that you can apply your intellect to bind them, organize them and create with them. When you capture these nuggets of creativity, when they float into view, underpin them with rationality and then let them grow. Walking, hiking, and being in nature change our brains, changes our heart rate and clears the cobwebs from our cluttered minds. The professional organizers of the world have a rather prophetic statement: "You cannot organize your way out of clutter." And so, it would seem you cannot create a mind full of busy thoughts, demanding moments, or stressful worries. It is only when you let go of thinking that you create the space for little seeds of brilliance to have the opportunity to grow. Some of the best ways to clear your mind are being in nature or perhaps running a race, climbing a mountain, or baking a cake! In short, stop thinking and start being – being in your body, in your hands – in anything that is not thought. Decluttering the mind and allowing new neurons to fire happens only by letting go. "Need to create? Need to write something important? Need to find solutions? STOP – get up and get out! You are doing yourself, your staff, your business, and your family the biggest favor of all." Freeing yourself to be the true leader you are. You have the solutions inside you – they just need a door to get out. They need some quiet time to blossom. Enjoy the sunshine or the rain! Enjoy the fresh air and quiet that comes from being in nature – all that you need will come to you! Dina O'Reilly is 4xi's Strategic Partnership & Growth lead; she is also our Project Management Office lead and Ghostwriter in Residence, providing BLOGS+ services to clients. To learn more, contact Dina at dina@4xiconsulting.com 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting 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. San Francisco | New York | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

Experience Matters! is an important tagline because it really does matter! 4xi's Evolving Experiences© practice focuses on the Human Experience and how we can impact the lives of our employees, clients, and customers through the products and services we provide. Check out this video from our Chief Experience Officer, Tony Johnson. At 4xi, we believe that experience matters! in every turn of the phrase, including that Experience MATTERS! Whether you’re in manufacturing, running a call center operation, retail, or producing software, ultimately, we’re all in the people business, and our focus on the Human Experience (HX) will set us apart no matter what products or services we create. Evolving Experiences© examines how our experiences are driven by emotional connections, the Experience Economy, and the impact on business. We look at what consumers and customers really want, in addition to the emotional experience of ownership, using examples such as Mini and Nike and how personalization and customization have transformed our world, our offerings, and the customer experience. Finally, we look at what it takes to create a great hospitality culture. At 4xi, we continue to grow and evolve, remaining focused on how we can add value to our clients and the away-from-home markets we serve: people at work, in education, at rest, and at leisure. Whether you’re a client organization, a service provider, an innovator, or an accelerator, 4xi is here to be a strategic resource, on-demand and together, inspiring a brighter future. Flick through our magazine version below, or email us at hello@4xiconsulting.com to learn more. 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. He is the author of 3 books on leadership and customer experience and hosts an industry-leading weekly podcast. directions. Simon Elliot is the Managing Partner and co-founder of 4xi and is focused on a people-first approach to enable optimum Human Experiences for people away from home: at work, in education, at rest, or at leisure. Simon is a global citizen, having lived, worked, and traveled to over 45 countries and six continents, and believes in the power of human potential. To learn more about 4xi or Evolving Experiences©, click the link below. 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting 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. San Francisco | New York | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo