FROM THE PUBLISHERS
I
don’ t often write in these pages, but when I do, it’ s because I feel the theme is especially important for our region’ s business and community leaders. Customer experience( CX) is one of those themes. It’ s more than a trend— it’ s the way organizations of every size and type are defining their future.
In this issue of EVOLVE, we explore CX across sectors— business, government and nonprofit— and what it looks like when leaders put people at the center of everything they do. It’ s a theme I’ ve also written about in our Staying Ahead column, where I’ ve shared how businesses that invest in experience— whether through operational excellence, innovation or customer intimacy— position themselves for long-term success.
We begin with The Ritz Level of Customer Service, a company long recognized for its legendary service standards. From empowering every employee to resolve a guest’ s need, to creating a culture that prizes attention to detail and dignity, Ritz-Carlton sets a global benchmark for CX. With its newest project in Flagler County, that standard is taking root in our own backyard.
Our article on government service, Good Government Means Great Service, shows how leaders in Volusia, Flagler and St. Johns counties are striving to create citizen-centered systems. It’ s about more than repairing roads or processing permits— it’ s about designing experiences that respect the time, needs and voices of residents. As Commissioner Sarah Arnold notes, clear communication and accessibility are just as important as efficiency.
In the nonprofit sector. Nonprofits Can Profit From Customer Experience Practices, you’ ll see how organizations like Halifax Health – Hospice, Flagler Cares and the Betty Griffin Center are redefining what“ customer” means. Whether serving patients, families, survivors or community partners, these organizations remind us that empathy and adaptability are as critical as any service they provide.
Finally, we turn to local leaders, Local Leaders Redefining Customer Experience, who share insights on how their businesses approach CX in a competitive environment. Their voices illustrate that exceptional experience is not reserved for global brands— it’ s something every business and organization in our region can deliver.
My hope is that these stories challenge and inspire you. Because when we prioritize experience, we don’ t just build better businesses— we build stronger communities.
PUBLISHERS Howard M. Holley and Dr. Barbara C. Holley
CHIEF CONTENT OFFICER Elesha Mavrommatis
ART DIRECTOR Leslie Proctor
CHIEF OPERATING AND SALES OFFICER Jeanne Coates
DIRECTOR OF COMMUNITY ENGAGEMENT Yvette Alleman
EDITORIAL ADVISORY BOARDS
First Coast Region Eric Becher • Vavarde Strategic Funding Cindy Dalecki • Marketing 2 Go Maks Levanovich • SouthState Bank Craig McKinney • City of Palm Coast Scott Maynard • St. Johns County Chamber of Commerce Sarah McPherson • Advent Health Dr. Sandra Miles • DSM Initiatives, LLC Sherri Mitchell • Nassau County Economic Development Board Dr. Daniel Ray • St. Johns River State College
Space Coast Region Nick Conte • City of DeLand Richard Cooper • Foundation Risk Partners Heather Edwards • Volusia County Economic Development Department John Guthrie, Halifax Health Tracy Marino • Team Volusia EDC Dean O’ Brien • 06 Marketing LLC Brian Rademacher • City of Ormond Beach Kate Sark • Ocean Center Amy Workowski • The W Agency
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HOWARD M. HOLLEY Co-Publisher
EVOLVE is published six times per year by
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