ROI of AI Projects: A Slam-dunk?You are a business leader pitching an AI initiative to the C-Suite, asking for funds. Perhaps it is a new …Success, Thought Leadership, Transformation, Value
Walking The Tightrope: The Customer Success DilemmaWalking the tightrope between managing implementation, go-live, stabilization, product adoption, and the need for strategic conversations is a delicate balancing …Success, Thought Leadership
Measure Journeys to Drive Emotional EngagementEmotion is a key component of any customer journey — reducing ‘negative’ emotions like frustration, and designing experiences to elicit …Engagement, External Reports, Transformation
Adoption>Retention>Growth The Road to Customer Advocacy: LeanData Customer MarketingLeanData Customer Marketing & Advocacy presentation from Expert Forum session on 6/14/2022. Presented by Ashley Ward.Customer Marketing, Meeting Materials, Private Materials
The value of experience: How the C-suite values customer experience in the digital ageIf done well, CX initiatives can reduce costs, increase profitability and revenues, and improve customer satisfaction. To learn how global …External Reports, Value
The role of today’s Chief Customer Officer—what it takes to succeed nowSo what does it take to succeed? Deloitte completed its Global CCO Study to answer that question. We structured our …CCO Role, External Reports
Proving The Value Of CXIn this report, our objective is to help executives across the globe become better customer experience (CX) leaders. We outline …External Reports, Metrics
THE CHANGING FACE OF CX LEADERSHIPA research report benchmarking the evolution of customer experience professionals.Success, Transformation
TSIA Customer Success BenchmarkingThe TSIA Benchmark is the most comprehensive benchmark in the industry for a number of reasons: • It focuses on …Success, Transformation
The Customer Success IndexNow available from Gainsight, in partnership with RevOps Squared: The Customer Success Index, 2022. Created to understand the current state …Engagement, External Reports
Net retention and customer success: Gainsight CEO Nick Mehta on winning at SaaSA software leader shares his view of the growing importance of two key factors to creating value in the sector.Success, Transformation
Bridge The Customer Connection Gap For A Successful Customer StrategyThere is no customer strategy without human connections. Your business relationships with customers are vital to near-term success and future …Thought Leadership
Voice of the Customer: What’s NextEven the most robust Voice of the Customer programs often lack the sophistication needed to consolidate and analyze customer input …Thought Leadership
Here Is Where Businesses Are Spending Their Money on Customer ExperienceDeveloping the right CX strategy is no small feat—but one huge positive is that everyone is at least enthusiastic about …Thought Leadership
You Really Do Need a Customer StrategyOrganizations of all sizes and across all industries are under pressure to further digitize and improve their customers’ experience. Unifying …Thought Leadership
Why Shouldn’t The Employee Experience Start With The Customer?Can you have a truly great Customer Experience without a great Employee Experience? Nope. Read an article about employee experience …Thought Leadership
Part Three: Business Outcomes: Value Achievement—How to Target, Track, and Measure Realized Customer ValueTo deliver value, you must communicate your goals and measure the process, step-by-step. The heart of value achievement is demonstrating …Thought Leadership
Part Four: The Objectives: Customer Success and Brand AdvocacyThe goal of any business should be to move customers from alignment to adoption, to achievement, and to advocacy. Research …Thought Leadership
Part Two: Aligning With Your Customers’ Objectives and Driving Adoption of Your ProductAmazing customer service means nothing if you don’t deliver meaningful results. Nowhere is this more obvious than in the B2B …Thought Leadership
2022 GLOBAL CONSUMER TRENDSAs the experts in what consumers want and why, Mintel identifies three trends that will shape global food, drink, and …Customer Marketing, Engagement, External Reports, Success
The Other COVID Crisis: Prospects for Recovery From Pandemic PoliciesSince 2000 over half of America’s debt accumulation has been in US government obligations—over 63 percent since 2007.External Reports
An experience renaissance to reignite growth. Moving beyond CX to Business of ExperienceRight now, an experience renaissance is afoot – one that is galvanizing companies to push beyond the CX philosophy and …External Reports
Demography: Slowly Changing The Realm of the Possible Around the WorldNot Your Father’s World Labor Force: Total Projected Growth of Working Age Population (15-64); By Region or Country: 2015 – …External Reports
The State of Customer Success 2022, Part 1We’ve seen the evolution of customer success from a nice-to-have, to an essential for success. So how do you get …External Reports
CX in a new era of customer expectationIn the digital world, expectations and behaviors shift with bewildering speed. Consumers are quick to bring new tools into their …External Reports
Bridging the Gap Between the Experience Customers Want and the Experience You ProvideThere is a gap between the experience companies provide and how their customers view that experience. Companies tend to believe …External Reports
2022 European IT Priorities Infographic: Pandemic Impact & Major TrendsIn this infographic, based on research from Computer Weekly of over 850 European B2B IT buyers, learn the impact of …External Reports
The 2022 State of CX ReportIt’s been a rough couple of years. And for customer experience professionals, in particular, the pandemic has made an already …External Reports
Research Deliverable: Metrics 06Dec21Our objective in developing this report on feedback and measurement, testing its findings, and presenting a set of recommendations is …Metrics, Private Materials
Quantifying the ROI of Customer ExperienceTo gain a better understanding for how leaders are attempting to quantify returns on investment (ROI), we partnered with the …Metrics
Research Report-out: Feedback & MeasurementOur objective in developing this report on feedback and measurement, testing its findings, and presenting a set of recommendations is …Metrics, Private Materials
Return on Customer ExperienceCustomer experience is about driving revenue growth. We need to tie our results to it.Metrics, Private Materials
LeanData Leading/Lagging IndicatorsLeading Indicators; Objectives; Metrics; Customer Health; Journey/Team Metrics.Metrics, Private Materials
Road to Recovery: Economy Update from Mark ZandiOn the Road to Recovery; Remote Work is Here to Stay; What Could Go Wrong; Delta Wave Spooks Consumers; D.C. …Private Materials
October 20, 2021 Meeting DeckPrivate Materials


Beyond the AI FrenzyIn this episode, we chat with Lara Shackleford and Amit Hartman from is an Al consulting firm that …Article, Engagement, Thought Leadership, Transformation
CX Leadership: Essential Personas of a Chief Customer OfficerEvery chief customer officer comes into their role with the natural biases and filters that affect our world views and …Article, CCO Role, Thought Leadership
Dual Dynamics: Harnessing and Adapting to Agentic AI for Tomorrow’s WorldOur first two blogs in this series explored the importance of strategic intent and focus on workflows, leading us naturally …Article, CCO Role, Thought Leadership, Transformation, Value
The AI Literacy ImperativeWe are taking a slight detour with this week’s post and want to share with you a recent experience. A …Article, CCO Role, Thought Leadership, Transformation, Value
Leadership in the Loop: It’s not just about AI technology — Volume 2With the current sense of cautious optimism prevailing in the world of AI, it is no surprise that many companies …Article, CCO Role, Engagement, Thought Leadership
Boost CX With AI-Enabled Customer OnboardingFrom the moment a sale is made, the customer onboarding process is your first opportunity to demonstrate the value and …Article, Engagement, Thought Leadership, Transformation
Part Four: The Objectives: Customer Success and Brand AdvocacyThe goal of any business should be to move customers from alignment to adoption, to achievement, and to advocacy. Research …Article, Success, Thought Leadership, Value
Part 3: Value Achievement—How to Target, Track, and Measure Realized Customer ValueTo deliver value, you must communicate your goals and measure the process, step-by-step. The heart of value achievement is demonstrating …Article, Success, Thought Leadership, Value
Part Two: Aligning With Your Customers’ Objectives and Driving Adoption of Your ProductAmazing customer service means nothing if you don’t deliver meaningful results. Nowhere is this more obvious than in the B2B …Article, Success, Thought Leadership, Value
Part One: Making the Case for Focusing on Customer Business OutcomesMost industries are now engaged in the subscription economy. For B2B organizations especially, this means that the acquisition process has …Article, Success, Thought Leadership, Value
Competing for Customers: Why We Wrote a Book on Customer SuccessOver the past three decades, we have had the privilege of working with some of the smartest and most successful …Article, CCO Role, Success, Thought Leadership, Transformation, Value
The Power of Customer Success: Understanding Executive ArchetypesIn today’s competitive business landscape, customer success has become a crucial driver of growth and sustainability for companies across industries. …Article, Engagement, Success, Thought Leadership, Transformation
Navigating the Gen AI-Enabled Future of Customer SuccessWhat would Customer Success teams do if they had 30-50% more time? In this new era of advanced AI, customer …Article, CCO Role, Success, Thought Leadership, Transformation
Dear CX Leaders: Are You AI-Ready? AI in Customer Experience Is HereNo doubt you have read or seen a lot about the impact of AI in customer experience and its potential. …Article, CCO Role, Customer Marketing, Engagement, Feedback, Success, Thought Leadership, Transformation
Customer-Centered Employee Engagement: Your CX-EX ConnectorThink about customer engagement as an effect, not a cause. Work on employee engagement and customer engagement will follow. But …Article, CCO Role, Engagement, Thought Leadership, Transformation
My Oracle Journey: 5 Tips to Navigate the Volatile Tech IndustryOracle is the 12th biggest technology company in the world, with a market cap of over $300 billion. When I …Article, Thought Leadership
The Economy Sucks Right Now. Make Sure Your CX Doesn’t.Everyone’s been whispering that dreaded word – recession – for at least a year. And now that we’ve experienced the …Article, CCO Role, Thought Leadership
Brand Advocacy: The Strategic Importance of Customer MarketingCustomer marketing is underrated. Its goal is brand advocacy and that is the result of all your investments in CX. …Article, Customer Marketing, Thought Leadership
Lighting the Way: Rethinking CX LeadershipCX leadership brings some special challenges. If you’re a CFO, CMO or even a CEO, there is a more conventional …Article, CCO Role, Thought Leadership
Interview with Point of Reference: Customer Experience & Customer MarketingDavid Sroka, CEO of Point of Reference, interviews Jeb Dasteel, industry veteran, about a host of topics in the Customer …Article, Customer Marketing, Thought Leadership
How to Design Your Customer Experience OrganizationI’ve heard from countless CX executives, both seasoned and new, about how much more successful they would be if they …Article, CCO Role, Thought Leadership
Five Characteristics of Effective CX Leadership with Brian O’Neill and Jeb DasteelIn this LinkedIn Live, host and CMSWire Managing Editor Dom Nicastro is joined by not one but two CMSWire contributors, …Article, CCO Role, Thought Leadership, Transformation
Measuring CX: Why You’re Doing It All WrongNPS. CLI. CSAT. CES. CLV. And on and on and on. Most of us have tried it all — and …Article, CCO Role, Customer Marketing, Engagement, Feedback, Metrics, Success, Thought Leadership, Transformation, Value
Enough Already With Customer Feedback. Make Your MoveSure, listening to customers is important. Too much of it can be counterproductive, though. Surveys, especially, will ultimately bury you …Article, CCO Role, Engagement, Feedback, Thought Leadership
CX Decoded Podcast: Jeb Dasteel and Brian O’Neill on CX LeadershipJeb Dasteel and Brian O’Neill come with a ton of customer experience leadership. They have been in the trenches of …Article, CCO Role, Engagement, Thought Leadership, Transformation
How To Spend Your Time as a Chief Customer OfficerThe job of the chief customer officer (or head of customer success or CX) is fundamentally about sales enablement and …Article, CCO Role, Thought Leadership
How Do You Measure Customer Success? Very CarefullySure, you answer the phones, resolve tickets and address escalations, but fundamentally how do you measure your success in a …Article, CCO Role, Feedback, Metrics, Now Reading
Northwell Health takes aim at patient experience – Health Data ManagementIn a presentation from the HDM KLASroom, Sven Gierlinger, chief experience officer at Northwell Health, and Jeff Fallon, chairman and …Article, Engagement, Now Reading, Success, Transformation
5 Ways Customer Experience Strategies FailThere are many ways momentum falters, but most can be categorized into five key challenges. Looking at these challenges proactively …Article, CCO Role, Thought Leadership, Transformation
How AI Can Help Bolster Customer PrivacyData privacy is increasingly important to customers. Seventy-eight percent of consumers are fearful about the amount of their personal data …Article, Engagement, Now Reading, Transformation
A Framework for High Performance LeadershipIt is critical that, as leaders, we have the time, intent, and skills to slow down to notice what’s happening …Article, CCO Role, Now Reading, Transformation
How to make customer experience the cornerstone of a mergerThe run rate for merger failure is high. Study after study puts the figure at between 70% to 90% according …Article, Engagement, Now Reading, Transformation
CX + EX: The Formula for a Customer-Obsessed CultureBrands seeking to build a customer-obsessed culture need to focus on more than just customers. They also need to think …Article, Engagement, Now Reading
How Do You Truly Empower Customer Experience?When a company gets it right and delivers value, customers know it. They reward the business with their loyalty and …Article, CCO Role, Engagement, Thought Leadership, Transformation
Why Customer Success Should Own Customer Marketing | CustomerThinkCustomer marketing, otherwise known as customer relationship marketing (CRM), is the act of strengthening profitable relationships with existing customers. Therefore, …Article, Customer Marketing, Now Reading, Success
Service complaints hit an all-time high – so why is customer satisfaction the highest on record?The Institute of Customer Service (ICS) has published its latest [UK Customer Satisfaction Index]( (UKCSI), revealing that the number of …Article, Engagement, Now Reading, Success
Customer service excellence in 2022 | McKinseyNot surprisingly, McKinsey’s 2022 State of Customer Care Survey has found that customer care is now a strategic focus for …Article, Engagement, Now Reading, Success
Rethinking Customer Experience Strategy: Forrester’s 2022 CX Index Dropped to 2020 Performance | CustomerThinkThe 2022 CX Index reports a return to early 2020 CX quality levels, reversing 2021 gains. In fact, 20% of …Article, Now Reading, Transformation
In Customer Success We TrustCustomer Success is a critical business function and plays an essential role in building trust with customers. Customer leaders in …Article, Now Reading, Success
Improving the Employee Experience to Improve the Customer Experience | CX Journey™It is a known fact that the employee experience drives the customer experience. Without employees to build the products, sell …Article, Engagement, Transformation
A single approach to culture transformation may not fit allIt can be hard for organizations with many independent business units to achieve cohesion among them and transform their culture. …Article, Transformation
Experts Call for More Chief Customer Officers in GovernmentA panel of federal customer experience experts told Senate lawmakers Thursday that the federal government and select federal agencies that …Article, CCO Role, Transformation
CX Without Design Only Gets You HalfwayWhen mapping out the customer journey, combining traditional CX practices with user-centered design processes has proven to bring the greatest …Article, Transformation
DRIVING VALUE FOR EMPLOYEES AND FOR THE BUSINESS THROUGH RECOGNITION PROGRAMSEmployee experience is the sum of all the interactions that an employee has with her employer during the duration of …Article, Engagement, Transformation
Customer Experience Leaders Can Learn From BaseballIn baseball, every player is essential to winning a game. Poor performance in any team role can reverse previous gains …Article, CCO Role, Success, Transformation
How to Cross-Pollinate Customer Experience, Employee Experience, and Partner Experience GrowthCustomer experience, employee experience, and partner experience have much more in common than otherwise. This is why cross-pollination opportunities abound. …Article, Engagement, Transformation
Digital Acceleration in the Time of COVIDBut the past year hasn’t just been tough; it’s been unprecedented. Companies suddenly found their offerings irrelevant (even impossible). Plans …Article, Engagement, Transformation
There are seven different ways to define customer success. Only one counts.there is nothing more important than customer success in today’s digitally connected economy. It’s at the core of what we …Article, Metrics, Success
Four priorities for chief customer officers in 2022While a quest to help more customers realize value faster is well-intentioned, one-to-many relationships have limitations.Article, Engagement
Building a Holistic Customer Strategy to Invest in Your Customers (Part Three)To successfully define and execute a cohesive customer strategy, organizations need their entire senior leadership team to fully commit and …Article, Success, Thought Leadership, Transformation
Building a Holistic Customer Strategy to Invest in Your Customers (Part Two)Based on research and conversations with more than 200 leaders focused on customer success, here are 5 gaps or organizational …Article, Thought Leadership, Transformation
Is worker power on the rise?Quitting is up, and so are wages. As the Great Attrition persists, employer–employee dynamics appear to be changing. But who …Article, Transformation
How to stop inflation from killing your customer experienceInflation is soaring. And as business costs increase, so prices need to be raised. So what does behavioural science tell …Article, Customer Marketing, Success
How to build a successful customer marketing programExperienced marketers are well-versed in the marketing funnel. It was designed to not only attract new customers but to keep …Article, Transformation
5 Customer Marketing Strategies Guaranteed to Grow Your BusinessWhen we think about SaaS customer marketing, we often feel like we’re on the climb of our lives. We’re training, …Article, Customer Marketing
The Rise of the Chief Customer Officer (CCO) as a Change AgentThe horizon of the CCO designation is expanding. In this write-up, I have focussed on how chief customer officers can …Article, CCO Role, Transformation
What Are Chatbot Decision Trees & Their Role In Customer Engagement In E-commerce?In our modern world, chatbots are an increasingly important way to reach customers and allow them to interact with your …Article, Success, Transformation
2022’s must-read customer success trends (five to follow for a successful year)2021 was one of those blink and you’ll miss it years! The problem is, when you’re managing customer relationships, you …Article, Success
Advocacy Marketing: What It Is and How to Make It Work for Your Business in 2022While digital marketing still holds a lot of relevance, several other marketing strategies have emerged. For instance, there is influencer …Article
The three building blocks of successful customer-experience transformationsMeeting new consumer needs and expectations is critical to post-COVID-19 business success. Here’s a proven formula for upgrading customer experience.Article, Success
Customer Experience in the Age of AIThe authors explore how cutting-edge companies use what they call intelligent experience engines to assemble high-quality customer experiences. Although building …Article, Success
5 Ways Marketing Leaders Can Drive More Value in 2022As the pace of digital transformation continues, marketers are now taking center stage in their organizations, connecting the dots across …Article
Beyond Net Promoter Score: Customer Experience Measurement ReimaginedMany CX experts now pan traditional metrics as being either too broad or too narrow, not timely enough, or difficult …Article, External Reports
Building a Holistic Customer Strategy to Invest in Your Customers (Part One)Most companies embrace customer focus or customer experience as a mantra. However, many of the same organizations systematically prioritize near-term …Article, Thought Leadership
How to Help Your Customers Realize ValueMost industries are now engaged in the subscription economy. For B2B organizations especially, this means that the acquisition process has …Article, Thought Leadership, Value
Evaluating the Successes and Failures of Your CX EffortsThis year will soon be in the books, making it a good time to reflect and to examine how your …Article, Metrics, Thought Leadership
Striking the right balance as chief customer officerAccording to the Chief Customer Officer (CCO) Council website, the first Chief Customer Officer was hired by Texas Power and …Article, Transformation
Gone for now, or gone for good? How to play the new talent game and win back workersNearly half of the employees who voluntarily left the workforce during the pandemic aren’t coming back on their own. Employers …Article, Engagement
Role & Influence of the Technology Decision-Maker 2022 White PaperBuyers stand by trusted information sources amid signs of fraying vendor loyalty Study documents an expanding tech buying committee, with …Article, External Reports, Transformation
[PODCAST] 2030 GLOBAL CONSUMER TRENDS: HOW CONSUMER BEHAVIOUR WILL CHANGE OVER THE NEXT 10 YEARSIntroducing Mintel’s 2030 Global Consumer Trends! Today, we’re taking a closer look at the 7 Drivers and how they will …Article, Success
Rebalancing Act: CIOs Operationalize Pandemic-Era InnovationFresh off the pandemic wave of digital innovation and elevated status, CIOs are swinging back to the fundamentals, with a …Article, External Reports, Transformation
2022 Trends and Opportunities in Customer LoyaltyCustomers expect brands to understand their needs and tailor unique experiences across the entire consumer journey. This year those expectations …Article, Customer Marketing, Transformation
IoT value set to accelerate through 2030: Where and how to capture itNew research shows that the Internet of Things offers significant economic value potential, particularly in standardized production settings, but companies …Article, Success, Transformation
Enhance Customer Experience Through Employee Engagement and Culture DevelopmentIn this conversation, you’ll hear from two leaders who have led transformative customer-centric initiatives at organizations that have global reach: …Article, Customer Marketing, Engagement, Transformation
7 WAYS TO CREATE A GREAT CUSTOMER EXPERIENCE STRATEGYCustomer experience is a top priority to businesses for the next 5 years and the reason is simple; the companies …Article, Customer Marketing
The New Reality of Loyalty: Consumers Want Brands To Earn ItYotpo’s annual State of Brand Loyalty survey reveals global shopper expectations beyond the purchase — data transparency, fair treatment of …Article
Societal leadership is now a core function of businessEdelman have studied trust for more than 20 years and believe that it is the ultimate currency in the relationship …Article, External Reports, Transformation
The Business Case For Customer Success ManagementCustomer success management (CSM) is a vital business capability; however, it isn’t simple to get these programs off the ground …Article, External Reports
11 Top Takeaways From 102 Customer Experience ExpertsRecently, Clootrack conducted a study around customer experience by interviewing 102 industry leaders from various domains, including customer experience experts, …Article, Success
What Courageous Leaders Do DifferentlyPretending to be fearless no matter how good the reasons to be afraid, or acting like a know-it-all no matter …Article, Transformation
Head of Customer Service & Support Leadership Vision 2022: 3 Strategic Actions for Success from GartnerIn your role as a leader, you’ve now spent months adapting to change and delivering new solutions at speed. You …Article, Customer Marketing, Success
Customer Experience Experts Reveal Their CX Challenges and ActionsWhat are the biggest challenges that brands* face when they want to implement exceptional customer experience? Clootrack surveyed over 102 …Article, External Reports, Transformation
2022 Global Marketing TrendsMacro trends, from the integration of digital and physical channels to increasing calls for diversity, are upending the marketing function. …Article, Customer Marketing
23 Ideas to Super Charge Your Customer Experience DesignCustomer experience design, CX, is something of the new black in digital right now. CX is the tech industry’s push …Article, Engagement, Transformation
Customer Experience Strategy Turned into Hands-On Actions Through a Design ApproachThis article addresses the question of how a design approach can facilitate a company’s change process from the abstract strategic …Article
The Ultimate Guide to Providing a Seamless Customer Experience86% of customers are willing to pay more for a seamless customer experience. So, in this article, we’ll be showing …Article, Customer Marketing, Success
What’s Standing Between You and a Seamless Customer Experience?Learn how to connect data and insights to enhance relationships with customers and build an organization around CX.Article
The Working Future: More Human, Not LessThe pandemic has undoubtedly triggered lasting changes when it comes to work. Many were part of a forced experiment in …Article
The CEO-CHRO PartnershipA new survey highlights where CEOs and HR chiefs are on the same C-Suite page—and where they’re not. The upshot? …Article
Can leadership training improve Organizational Effectivness? Evidence from Randomized Field Experiment on Transformational and Transactional LeadershipBased on evidence from a large-scale leadership waning field experiment, this arricle advances our knowledge about the possibilities for training …Article
Why 2022 Is The Year To Focus On Customer Experience AgainWhile 2020 was often about snap reactions, and 2021 largely shaped up to be a year of the “new normal” …Article, Customer Marketing, Success
A Deep Dive on a Customer Experience Priority: Customer UnderstandingGetting customer understanding right not only provides great customer experience (CX), it also gives marketers a leg up on what …Article
8 customer-experience-related predictions for 2022Around this time of year, I usually receive a swathe of customer experience related predictions from different sources. A couple …Article
‘Great Attrition’ or ‘Great Attraction’? The choice is yoursA record number of employees are quitting or thinking about doing so. Organizations that take the time to learn why—and …Article
Gartner Says Nearly 90% of Organizations Now Have a Chief Experience Officer or Chief Customer Officer or EquivalentsThe survey — which covered a variety of departments where CX efforts are run and supported, such as marketing, IT, …Article
Good Leadership Is About Asking Good QuestionsLeaders today need to revisit an overlooked skill: asking questions. In my 40 years as an executive and advisor in …Article
The Chief Customer Officer: 6 things you need to know about this CX championWe are firmly in the age of the customer. When making a purchase decision, customers now prioritize promises of positive …Article
U.S. Overall Customer SatisfactionIn the 1990s, business focus on customer satisfaction was in its infancy and the satisfaction decline between 1994 and 1997 …Article
STOP MAKING EXCUSES! COVID ISN’T THE REASON CUSTOMER EXPERIENCES ARE DECLINING, THIS IS…Customer satisfaction is low. What’s worse, we can’t just blame COVID for the problem. Sure, COVID is part of it, …Article