Proactive or Reactive: Which CX Strategy Works Best?
July 2, 2026 | Joe Piette
Every business wants to deliver outstanding customer experiences (CX), but the way they approach it can vary significantly. Some companies take a...
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CX Measurement Framework: Which Customer Experience Metrics to Track
July 2, 2026 | Joe Piette
Metrics are the foundation of a strong customer experience (CX) strategy. They provide insights into customer satisfaction, loyalty, and overall...
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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...
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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...
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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...
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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...
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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...
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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...
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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)...
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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...
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