Professor Cass Sunstein defines "sludge" as the unnecessary bureaucracy and frictions, like long wait times and excessive paperwork, that hinder access to desired outcomes, suggesting organizations can improve experiences by minimizing these obstacles.

Tiffani Bova emphasizes that fostering employee satisfaction is crucial for enhancing customer experience, advocating for the integration of customer experience (CX) and employee experience (EX) to achieve predictable growth.

Join Dan Pontefract, TELUS's "Chief Envisioner," in a masterclass on fostering employee engagement and leadership through his Collaborative Leader Action Model, a 6-step process emphasizing human connection and purpose in the workplace.