Category: CX
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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 then the question is – what’s it gonna cost us? A full-time VP of CX…
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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 of defining problems, educating organizations on CX value, and aligning empathy with business goals for…
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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.
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Customers Think Your Surveys Are A Waste of Their Time
How to best evaluate multiple survey programs as part of your voice of the customer initiative.
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CX Strategy Explained: How Customer Experience Drives Long-Term Business Growth
The point of CX strategy and how to build and measure the success of your customer experience initiatives beyond surveys.