Customer Satisfaction Metrics: CSAT, NPS, CES and Beyond
October 28, 2026 | Andrew Reise
Customer satisfaction metrics are the measures an organization uses to quantify how customers feel about a product, a service, or a single...
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How to Build a Change Communications Plan That Sticks
October 22, 2026 | Joe Piette
Most leaders know they need to communicate when something changes, but that's not the hard part. The challenge lies in keeping people informed and...
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California Right to Human Law: 6 Steps for CX Leaders
October 7, 2026 | Joe Piette
What is California’s Right to Human law? California AB 1609 requires qualifying large businesses with more than $500 million in national gross annual...
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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, RACI, and Charter 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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