Thought Leadership

Measuring CX: Why You’re Doing It All Wrong
NPS. CLI. CSAT. CES. CLV. And on and on and on. Most of us have tried it all — and …
Enough Already With Customer Feedback. Make Your Move
Sure, listening to customers is important. Too much of it can be counterproductive, though. Surveys, especially, will ultimately bury you …
CX Decoded Podcast: Jeb Dasteel and Brian O’Neill on CX Leadership
Jeb Dasteel and Brian O’Neill come with a ton of customer experience leadership. They have been in the trenches of …
How To Spend Your Time as a Chief Customer Officer
The job of the chief customer officer (or head of customer success or CX) is fundamentally about sales enablement and …
5 Ways Customer Experience Strategies Fail
There are many ways momentum falters, but most can be categorized into five key challenges. Looking at these challenges proactively …
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 …
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 …
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 …
Bridge The Customer Connection Gap For A Successful Customer Strategy
There is no customer strategy without human connections. Your business relationships with customers are vital to near-term success and future …
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 …
Voice of the Customer: What’s Next
Even the most robust Voice of the Customer programs often lack the sophistication needed to consolidate and analyze customer input …
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 …
You Really Do Need a Customer Strategy
Organizations of all sizes and across all industries are under pressure to further digitize and improve their customers’ experience. Unifying …
Here Is Where Businesses Are Spending Their Money on Customer Experience
Developing the right CX strategy is no small feat—but one huge positive is that everyone is at least enthusiastic about …
How to Help Your Customers Realize Value
Most industries are now engaged in the subscription economy. For B2B organizations especially, this means that the acquisition process has …
Part Two: Aligning With Your Customers’ Objectives and Driving Adoption of Your Product
Amazing customer service means nothing if you don’t deliver meaningful results. Nowhere is this more obvious than in the B2B …
Part Three: Business Outcomes: Value Achievement—How to Target, Track, and Measure Realized Customer Value
To deliver value, you must communicate your goals and measure the process, step-by-step. The heart of value achievement is demonstrating …
Part Four: The Objectives: Customer Success and Brand Advocacy
The goal of any business should be to move customers from alignment to adoption, to achievement, and to advocacy. Research …
Evaluating the Successes and Failures of Your CX Efforts
This year will soon be in the books, making it a good time to reflect and to examine how your …