Thought Leadership

Leadership in the Loop: It’s not just about AI technology — Volume 2
With the current sense of cautious optimism prevailing in the world of AI, it is no surprise that many companies …
Boost CX With AI-Enabled Customer Onboarding
From the moment a sale is made, the customer onboarding process is your first opportunity to demonstrate the value and …
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 …
Part 3: 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 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 One: Making the Case for Focusing on Customer Business Outcomes
Most industries are now engaged in the subscription economy. For B2B organizations especially, this means that the acquisition process has …
Competing for Customers: Why We Wrote a Book on Customer Success
Over the past three decades, we have had the privilege of working with some of the smartest and most successful …
The Power of Customer Success: Understanding Executive Archetypes
In today’s competitive business landscape, customer success has become a crucial driver of growth and sustainability for companies across industries. …
Walking The Tightrope: The Customer Success Dilemma
Walking the tightrope between managing implementation, go-live, stabilization, product adoption, and the need for strategic conversations is a delicate balancing …
Navigating the Gen AI-Enabled Future of Customer Success
What would Customer Success teams do if they had 30-50% more time? In this new era of advanced AI, customer …
Dear CX Leaders: Are You AI-Ready? AI in Customer Experience Is Here
No doubt you have read or seen a lot about the impact of AI in customer experience and its potential. …
Customer-Centered Employee Engagement: Your CX-EX Connector
Think about customer engagement as an effect, not a cause. Work on employee engagement and customer engagement will follow. But …
My Oracle Journey: 5 Tips to Navigate the Volatile Tech Industry
Oracle is the 12th biggest technology company in the world, with a market cap of over $300 billion. When I …
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 …
Brand Advocacy: The Strategic Importance of Customer Marketing
Customer marketing is underrated. Its goal is brand advocacy and that is the result of all your investments in CX. …
Lighting the Way: Rethinking CX Leadership
CX leadership brings some special challenges. If you’re a CFO, CMO or even a CEO, there is a more conventional …
Interview with Point of Reference: Customer Experience & Customer Marketing
David Sroka, CEO of Point of Reference, interviews Jeb Dasteel, industry veteran, about a host of topics in the Customer …
How to Design Your Customer Experience Organization
I’ve heard from countless CX executives, both seasoned and new, about how much more successful they would be if they …
Five Characteristics of Effective CX Leadership with Brian O’Neill and Jeb Dasteel
In this LinkedIn Live, host and CMSWire Managing Editor Dom Nicastro is joined by not one but two CMSWire contributors, …
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 …