Veterans Day Reflections: Leadership, Service, and the Spirit of CX

On Veterans Day, as a company, we are taking a moment to recognize and honor the extraordinary individuals who have served in our nation’s armed forces. Veterans bring with them a unique blend of leadership, discipline, resilience, and purpose. Qualities forged through experience, tested under pressure, and proven over time. These strengths don’t just enrich our workplaces; they elevate them. 

At Execs In The Know, we believe leadership starts with service. It’s about showing up for others, leading with integrity, and creating a culture built on trust and purpose. This Veterans Day, we’re proud to highlight two members of our leadership team who embody those values every day: President Chad McDaniel and Vice President of Sales Scott Moberly, both veterans who continue to lead through the lessons their military service instilled.  

Their reflections on teamwork, resilience, and mission-driven leadership remind us that the principles forged in service extend far beyond the call of duty. They shape how we show up for our teams, our customers, and our communities. From understanding the power of trust to staying calm under pressure and always keeping purpose at the center, their experiences are a powerful reminder that leadership, at its core, is about people. 

In the conversation below, Chad and Scott share what Veterans Day means to them, the parallels between military and business leadership, and how their service continues to shape the way they lead today, with empathy, accountability, and a deep sense of responsibility to those they serve. 

Execs In The Know (EITK): How have your military experiences shaped the way you lead, build teams, or make decisions in business? 

Chad McDaniel: My time in the military taught me that leadership isn’t about titles; it’s about trust. You quickly learn that the success of the mission depends on how well you empower those around you and how clearly you communicate the ‘why’ behind every decision. I try to build environments where people feel part of something bigger than themselves and know their role matters. 

EITK: Veterans Day is about honoring service and sacrifice. Looking back, what does this day mean to you personally now as a business leader? 

Scott Moberly: Veterans Day is a powerful reminder of the service and sacrifice that so many have made to protect our freedoms. Personally, as a business leader, it reinforces the values I strive to embody every day — commitment, resilience, and putting something larger than myself above personal interest.  

It’s a moment to reflect on the courage and dedication of those who serve, and it inspires me to lead with integrity, support my team, and create an environment where everyone feels valued. Beyond honoring veterans, it challenges me to think about how my decisions and actions can contribute positively to the communities and people I’m privileged to work with. 

EITK: What parallels do you see between serving in the military and leading in customer experience, especially around teamwork, accountability, and mission focus? 

Chad: Success depends on teamwork, accountability, and a shared sense of goals. In the military, you learn that every role, no matter how small it might seem, contributes to the larger outcome. It’s the same in CX. Every interaction, every decision, and every team member has an impact on the customer. 

When everyone understands the purpose behind what we do — to serve, to improve, to create better outcomes for customers — the team will rally around it. 

Scott: There’s a strong connection between military service and customer experience leadership— both are grounded in teamwork, accountability, and mission focus. In the military, success depends on every individual understanding their role, taking ownership of their responsibilities, and working seamlessly with the team to accomplish the mission. Similarly, in CX leadership, achieving exceptional customer outcomes requires aligning teams across functions, ensuring everyone is accountable for their part, and keeping the overall customer experience mission front and center. 

Both environments demand clear communication, trust in your team, and the ability to adapt under pressure. The discipline, focus, and sense of shared purpose I learned in the military directly inform the way I approach CX leadership, ensuring that everyone is moving in the same direction and that we are all committed to delivering value to our customers. 

EITK: For leaders across the CX industry, what’s one thing you think they could learn from veterans about resilience or service? 

Chad: Again, in the military, you learn to stay calm under pressure, to adapt when plans fall apart, and to keep moving forward with purpose. 

In customer experience, that same mindset applies. Our environment in CX is constantly evolving, driven by new technology, shifting expectations, and economic pressures. Resilience is about serving others even when it’s difficult, staying focused on the goal. Veterans understand that service means showing up, even when the outcome isn’t guaranteed, and that’s a powerful lesson for any CX leader.  

Scott: One thing leaders across the CX industry could learn from veterans is the importance of resilience grounded in service. In the military, resilience isn’t just about enduring challenges; it’s about staying focused on the mission and supporting those around you, even in difficult circumstances. That mindset translates directly to CX leadership: staying committed to delivering exceptional experiences, adapting through uncertainty, and putting the needs of customers and your team at the forefront. Veterans understand that true strength comes from combining personal perseverance with a sense of purpose and service, and that lesson is invaluable for anyone leading in customer experience. 

EITK: What lessons or habits from your time in the military still influence the way you approach challenges or change in your work today? 

Scott: My time in the military instilled habits and lessons that continue to shape how I approach challenges today. Discipline, adaptability, and a focus on mission-first thinking are central, whether it’s navigating a complex business challenge or leading a team through change. The military also reinforced the importance of preparation and resilience: no matter how uncertain the circumstances, having a plan, staying calm under pressure, and leaning on your team makes all the difference. Ultimately, it taught me that leadership is about service, supporting those around you so that together, you can overcome obstacles and achieve results. 

EITK: In CX, we talk a lot about serving others and earning trust. How does that align with the values you learned through military service? 

Chad: In the military, you learn that trust isn’t given by rank or title; it’s earned through consistency, integrity, and showing up for your team, day after day. 

That same principle applies in CX. Whether it’s your customers or your employees, people trust leaders and brands that lead with authenticity, follow through on commitments, and put others first. Service, to me, has never been about self; it’s about ensuring others have what they need to succeed.  

EITK: Can you share a story or moment from your military service that’s stayed with you and continues to guide your leadership style? 

Scott: When I first joined the military after college and completed my initial training, I reported to my first duty station in Southern Germany as a second lieutenant. Meeting my boss for the first time, he shared some advice that’s stuck with me ever since and that I’ve passed on to others as well.  

He said, “Lieutenant, you’re bound to make mistakes, and that’s okay — just make sure you don’t make them twice.” 

Chad: One of the most meaningful lessons I learned in the military was watching how leaders put their teams first. 

In my work today, I try to live by that same principle. Whether it’s customers, partners, or my team, I believe leadership means creating an environment where others can succeed. It’s about service, not status. 

Thank You

This Veterans Day, we extend our heartfelt gratitude to Chad, Scott, and all military veterans across our CX community. Your service, leadership, and unwavering commitment to others inspire us daily and strengthen the very values that define our community: courage, connection, and service.