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: Frameworks and Routines for Success
July 21, 2026 | Joe Piette
Enterprise transformation programs are high-stakes initiatives. They span business units, integrate technologies, and need executive support to stay...
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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 Audience in Customer Experience. 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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What's the CX Execution Gap? | Andrew Reise
July 2, 2026 | Joe Piette
Many organizations already have a customer experience (CX) strategy. The issue usually isn't the absence of vision, but the growing gap between what...
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Why Project Management Is the Key to Successful CX Transformations
July 2, 2026 | Joe Piette
When organizations discuss customer experience (CX) transformation, they usually focus on technology, such as new mobile apps, modernized contact...
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