Food for thought - and feet on the ground.
Reflections on what it means to be customer-centric in a rapidly evolving, AI-driven world - and how to separate the hype from reality.
Separating the hype from reality: a practical guide to AI in customer experience
Every vendor promises transformation. Here's how to tell which AI investments will actually move customer value - and which are noise.
Brand value now equals customer value
Why the only sustainable path to growth runs straight through your customers - and what that means for where you invest.
Data-rich, insight-poor: closing the gap
Most dashboards report the past. Here is how to build analytics that tell teams what to do next.
Choosing CX & AI technology without the hype and vendor spin
A platform-agnostic approach to selecting a stack that serves the strategy, not the loudest sales deck.
The journey map that actually gets used
Turning a poster on the wall into a living operating system for experience, with owners and metrics.
Customer-centricity is not a department
How structure, incentives and governance decide whether your CX strategy survives contact with reality.
Loyalty programs that earn their keep
Designing for incrementality, not vanity points - the metrics that keep a program honest.