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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Streamlining Onboarding: Setting Customers Up for Success
July 2, 2026 | Joe Piette
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...
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Avoiding Scope Creep and Backlog Bloat in Long-Term Program Management
July 2, 2026 | Joe Piette
Enterprise programs don’t fail all at once. They fail incrementally: unplanned features, competing priorities, and expanding wish lists overwhelm the...
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