Blog
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How to Start a Voice of Customer Program Without a Team or Budget
Start a Voice of Customer program from scratch — no team, no tool budget required. A practical four-step framework from a CCXP-certified fractional CX consultant.
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What Does a Fractional CX Consultant Actually Do?
Most companies that know they have a customer experience problem struggle to figure out how to actually address it. Where does it live in the org? Who runs it? What do we actually need? This becomes overwhelming pretty quickly. And…
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What Is Fractional CX Leadership? (And Is It Right for Your Company?)
Fractional CX leadership: VP-level expertise part-time, typically $5,000–$15,000/month. What it is, what it isn’t, and whether it’s the right model for your company.
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Why Empathy Is a Business Growth Strategy, Not a Soft Skill
The post expresses frustration at companies’ lack of empathy toward customers and employees, highlighting that they prioritize profit over compassion. It reflects on the shift from valuing customer experience (CX) roles to seeking cost-cutting measures. The author emphasizes the importance…
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Leadership vs. Management: What It Really Means to Lead (and Why Most Organizations Get It Wrong)
The post explores the distinction between leadership and management, emphasizing that leadership involves vision, inspiration, and adaptability, while management focuses on organizational tasks. It discusses the challenges organizations face when expecting managers to become leaders. Development in leadership skills should…
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Why CX Professionals Are the Challengers Your Organization Needs
I’ve recently completed my CCXP certification to further advocate for the value of customer experience as a driver of long-term business growth.
I’m currently taking on 2–3 fractional clients and project engagements. Most clients start with a single project.