Customer Experience (CX)

The CX Transformation Trap: Why Most Customer Experience Initiatives Fail Before They Deliver Value

Published on March 31, 2026

Executive Summary The customer experience (CX) transformation has become a mainstream strategic priority for many organizations. “Is customer experience important?” Boards and investors want to know. Executive teams are scrambling to respond to this new imperative by building customer experience capabilities, deploying new technologies and processes, launching cross-functional transformation initiatives all with the goal of […]

The Myth of Customer-Centricity – Why Good Intentions Do Not Scale

Published on March 22, 2026

Executive Summary The phrase “customer-centric” is bandied about by just about everyone. Every organization in the world says they are customer-centric, and the term gets bandied about at conferences, in marketing campaigns, and in corporate literature and from the mouths of the most senior leaders in organizations. We have a whole lexicon of phrases associated […]

Revenue Leakage Is a Customer Problem: What Your CFO and CCO Need to Be Talking About

Published on March 15, 2026

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 […]

The Support-to-Success Promotion: How Forward-Thinking CEOs Are Turning Their Support Function Into a Competitive Weapon

Published on March 8, 2026

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 […]

The CCO Dilemma: Why the Chief Customer Officer Role Is Either the Most Powerful or Most Ignored Seat in the C-Suite

Published on February 28, 2026

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 […]

The AI Illusion in Customer Experience: Why Technology Didn’t Fix Broken Execution

Published on February 22, 2026

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, […]

Customer Experience Is No Longer a Brand Story – It’s a Growth System

Published on February 15, 2026

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: […]

From Satisfaction to Confidence: The New Goal of Customer Experience

Published on February 8, 2026

The customer experience measurement system tracked customer satisfaction levels which customers experienced during their multiple-year interactions. Organizations started using satisfaction scores and surveys and sentiment tracking to measure their performance through these metrics. A satisfied customer, the thinking went, was a loyal customer. The belief which existed in 2026 proved to be incorrect. Customers can […]

Customer Success Is Becoming a Commercial Function Whether Leaders Like It or Not

Published on January 30, 2026

Customer Success operated without established operational boundaries throughout multiple years of its business operations. It was important, but rarely decisive. Visible, but not powerful. People appreciate its goals but the program lacks proper evaluation of its actual results. Organizations used Customer Success as a goodwill function which focused on maintaining customer satisfaction and minimizing complaints […]

The Silent Revenue Killer: When Growth Outpaces Customer Experience

Published on January 26, 2026

Most companies do not lose revenue because customers suddenly stop believing in their product. The loss of revenue occurs because customers lose faith in the organization which supports the product. The event occurred without notice during 2025 while it expanded into multiple business sectors at a large magnitude. Leadership teams celebrated their organizational growth achievements, […]