AI Is Changing Customer Service. Customers Are Showing Us What's Next.
September 22, 2026 | Joe Piette
AI is changing customer service quickly, but customers are giving companies useful guidance about what they actually want from it. The short version:...
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Personas 2.0: How To Refine Your Digital Persona Strategy
September 8, 2026 | Dan Arthur
A customer persona is a research-based profile of a specific type of buyer: what they are trying to accomplish, what gets in their way, the language...
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7 AI Governance Questions Every CX Leader Should Ask
August 28, 2026 | Joe Piette
AI governance is the set of decisions that determine what an AI system is allowed to do, what data it can touch, who is accountable for its outputs,...
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AI-Moderated Interviews: A Guide for CX Leaders | Andrew Reise
August 17, 2026 | Joe Piette
Traditional customer interviews take weeks to months. AI-moderated interviews let teams run hundreds of conversations at once instead of one at a...
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Why Over 40% of AI Projects Will Fail by 2027
July 24, 2026 | Joe Piette
The data about AI return-on-investment is in and it's bleak. Roughly 75% of executives admit their company's AI strategy is written more for show...
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How to Create Project Scorecards That Keep Stakeholders Aligned
July 21, 2026 | Joe Piette
In large-scale projects, communication can make or break success. Executives want clarity, not detail overload. Workstream leads need a structured...
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Program Governance 101: Framework, Structure, Routines, and Template
July 21, 2026 | Joe Piette
Program governance is the structure, rhythm, and discipline that keeps strategy, execution, and accountability aligned across a large program. It...
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Metrics That Matter: Measuring Program Management Success with KPIs
July 21, 2026 | Joe Piette
When a transformation effort launches, teams often ask: What’s the go-live date? What’s the budget? Where do we stand? These questions matter, but...
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AI Agents Are a New CX Audience. Is Your Brand Ready?
July 8, 2026 | Dan Arthur
Your brand now has two audiences: the human customer who feels and decides, and the AI agent acting on their behalf who retrieves and verifies....
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Top 8 CX Trends Shaping 2026-2027
July 6, 2026 | Dan Arthur
In 2026-2027, customer experience is being reshaped by AI moving from pilot to production, real-time agent coaching, ROI-accountable CX metrics,...
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