Customer Experience Insights - Andrew Reise (2)

Program Management

From Kickoff to Sustainment: The Full Lifecycle of Program Management Execution

July 2, 2026 | Andrew Reise

Launching a program is exciting—it brings energy, executive attention, and the optimism of transformation. But what happens six months after go-live?...

Program Management

What Should a Milestone-Based Project Plan Include?

July 2, 2026 | Andrew Reise

Every ambitious transformation—whether it’s a new point-of-sale (POS) rollout, a billing system upgrade, or a customer relationship management (CRM)...

Customer Experience

Streamlining Onboarding: Setting Customers Up for Success

July 2, 2026 | Andrew Reise

First impressions matter, and in the business world, customer onboarding is often the first real test of a company’s ability to deliver on its...

Program Management

Avoiding Scope Creep and Backlog Bloat in Long-Term Program Management

July 2, 2026 | Andrew Reise

Enterprise programs don’t fail all at once. They fail incrementally: unplanned features, competing priorities, and expanding wish lists overwhelm the...

Customer Experience

Proactive or Reactive: Which CX Strategy Works Best?

July 2, 2026 | Andrew Reise

Every business wants to deliver outstanding customer experiences (CX), but the way they approach it can vary significantly. Some companies take a...

Customer Experience

Measuring What Matters: Building A CX Measurement Framework

July 2, 2026 | Andrew Reise

Metrics are the foundation of a strong customer experience (CX) strategy. They provide insights into customer satisfaction, loyalty, and overall...

Project Management

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

July 2, 2026 | Andrew Reise

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 for Executives

July 2, 2026 | Andrew Reise

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