Customer Experience Insights - Andrew Reise

Project Management

Post-Go-Live Project Management: Transition, Hypercare, & Optimization

July 2, 2026 | Joe Piette

For many organizations, “go-live” feels like the finish line. After months—or even years—of planning, testing, and coordination, the new system is...

Project Management

Managing Contact Center Transformation: Best Metrics and Tools

July 2, 2026 | Joe Piette

Large-scale transformations are complex, often involving multiple vendors, dozens of workstreams, and millions of dollars in investment. When there...

Project Management

Technology Rollout Strategy: Phased Deployments for Large Projects

July 2, 2026 | Joe Piette

Rolling out an enterprise-wide system implementation is one of the most demanding challenges a company can face. Whether it’s a new point-of-sale...

From Resistance to Buy-In: Engaging Frontline Teams in Change

July 2, 2026 | Joe Piette

Every transformation depends on people, and no group carries more weight than the front line. Whether it’s customer service agents adapting to new...

Company Culture

Change Champions: The Different Types of Sponsors You Need

July 2, 2026 | Joe Piette

Every successful transformation starts with strong sponsorship. Without visible, engaged, and empowered sponsors, even the most well-designed...

Program Management

Why Project Management Is Key to Successful Technology Implementation

July 2, 2026 | Joe Piette

Organizations regularly undergo big technology transformations. They might replace a point-of-sale (POS) system, modernize billing, or integrate a...

Program Management

Project Risk Management Best Practices for Enterprise Programs

July 2, 2026 | Joe Piette

Every major transformation comes with risk. Whether it’s implementing a new billing platform, rolling out a customer relationship management (CRM)...

Closing the Loop: Turning Employee Feedback into Action

July 2, 2026 | Joe Piette

Change doesn’t necessarily fail because employees are “stuck in their old ways” or because a software, process, or other major transformation is too...