Thought Leadership

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 …
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 …