Why CX Managers Lose in the Boardroom and How to Change That
Customer experience has the strongest business case of any department. And yet, in the boardroom, it's still treated as a cost not an investment. The problem isn't the [...]
Why B2B Experience Can’t Be Measured Like B2C
At customer experience conferences over the past few years, the same strange scene keeps playing out. Managers at large B2B firms complain that their CX (customer experience) scores [...]
Why CX Programmes Die After Year One
Launching a CX (Customer Experience) programme is usually quite an occasion. There's a leadership presentation, a new team, sometimes even an internal press release. The Chief Experience Officer [...]
When ambition outpaces capabilities, or why CX strategies fail
Customer Experience (CX) strategies are often created in the boardrooms of top management. Ambitions tend to be high, presentations convincing, and the target state inspiring. The problem [...]
Experience Debt as a Hidden Killer of Growth
Companies today can optimize almost everything — onboarding, handling time, number of contacts, and cost per interaction. Much worse, however, they calculate the cost of their own compromises. [...]
Price as the hidden architect of customer experience
Companies invest millions in mapping customer journeys, training frontline employees, and digital transformation. Yet they often overlook one of the most powerful factors shaping customer experience (CX – [...]
Who actually manages the customer experience
Today, hardly anyone in company leadership questions that Customer Experience (CX) has a direct impact on growth, retention, and profitability. The question has shifted elsewhere: not whether to [...]
