Purpose The purpose of this paper is to interview Max McKeown is a strategic advisor who has been elected to the Customer Service Hall of Fame, been nominated as a “Star of Human Resources” by Personnel Today . Design/methodology/approach This briefing is prepared by an independent interviewer. Findings Max McKeown is a strategic advisor for four of the five most admired companies in the world and has extensive knowledge on several subjects, which include innovation, engagement, human potential, customer experience, marketing, team building and competitive advantage. Originality/value The paper provides strategic insights into why the most original minds in business win.
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Interview by Ruth Young (2008) studied this question.