Introduction: The Invisible Revenue Problem Every CFO knows the agony of arguing over customer acquisition costs (CAC) with marketers and sales leaders. Every marketing budget, sales headcount and demand gen initiative is sized up and torn apart by the CFO. The Cost to Acquire a Customer (CAC) is front and center, always being measured, compared […]
Why Decisions That Appear Clear at the Top Rarely Translate into Results on the Ground in 2026 Introduction In many companies the source of underperformance is not bad strategy, wrong markets, lack of competence or even poor intentions. Rather the cause is a disconnect between what senior management intends and what transpires throughout most of […]
Introduction: The Function That Was Never Given a Real Job Customer Support has been defined for decades as anything other than Sales, Success or Strategy. We are the team that gets called in to clean up the messes that should never have happened in the first place. The messes are quickly and quietly resolved for […]
Why International Companies Systematically Misread the United States and How Execution, Governance, and Credibility Decide Outcomes in 2026 Introduction For global businesses, the US is still the most attractive and most misunderstood market in the world. In 2025, over fifty European, Asian and Middle Eastern companies, with hundreds of sales and production subsidiaries, attempted to […]
A Title Without Authority Is Theater I used to believe that the companies that established a Chief Customer Officer role in the last 5 years did it for the wrong reasons. Customer retention was simply a cost of acquiring new customers, and a price that was paid for with a check rather than action taken […]
Why Scaling in 2026 Requires Structural Discipline, Not Momentum Introduction Growth has long been the drumbeat of the successful company. Boards are always in favor of it, shareholders always want more of it and chief executives are paid to deliver it to earn the millions that they feel they deserve and to justify the huge […]
In 2025, most leadership teams thought they’d finally found the solution to their customer experience challenges. Artificial intelligence (AI) promised the scale, velocity, and personalization they needed, and it did so with a favorable impact on costs. Vendors confirmed it. Dashboards were improved. Processes were streamlined. Headcount growth was no longer a worry. By year-end, […]
The Governance Blind Spot That No Framework Could Fix Introduction Most boards did not set out to abandon the concept of consulting in 2025. It crept in. Unremarkably and largely unremarked. Until by the end of the year, a common theme had emerged among both European supervisory boards and American boards: traditional models of consulting […]
Companies must stop discussing customer experience as an abstract concept because it has become essential for business success in 2026. The brand narrative which used to be a marketing promise and set of designed touchpoints for prospect impress has evolved into something different. Customer experience has become something far more operational and far more unforgiving: […]
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