Program Management KPIs: 4 Metrics and a Sample Scorecard
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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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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How to Measure Change Impact and Guide Lasting Adoption
July 2, 2026 | Joe Piette
While technology, process, leadership, and role changes are common in growing organizations, not every transformation unfolds smoothly. Executives...
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Building a Customer-Centric Culture in Your Organization
July 2, 2026 | Joe Piette
A company’s success is no longer just about the quality of its products or services—it’s also about how well it understands and serves its customers....
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Mapping the Employee Change Journey
July 2, 2026 | Joe Piette
Every business transformation is a journey, not only for the organization, but for every person within it.
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Kickoff to Sustainment: The Lifecycle of Program Management Execution
July 2, 2026 | Joe Piette
Launching a program is exciting—it brings energy, executive attention, and the optimism of transformation. But what happens six months after go-live?...
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What Should a Milestone-Based Project Plan Include?
July 2, 2026 | Joe Piette
Every ambitious transformation—whether it’s a new point-of-sale (POS) rollout, a billing system upgrade, or a customer relationship management (CRM)...
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