Personas 2.0: How To Refine Your Digital Persona Strategy
September 8, 2026 | Dan Arthur
A customer persona is a research-based profile of a specific type of buyer: what they are trying to accomplish, what gets in their way, the language...
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7 AI Governance Questions Every CX Leader Should Ask
August 28, 2026 | Joe Piette
AI governance is the set of decisions that determine what an AI system is allowed to do, what data it can touch, who is accountable for its outputs,...
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Why Over 40% of AI Projects Will Fail by 2027
July 24, 2026 | Joe Piette
The data about AI return-on-investment is in and it's bleak. Roughly 75% of executives admit their company's AI strategy is written more for show...
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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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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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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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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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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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Measuring What Matters: Building A CX Measurement Framework
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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Customer satisfaction metrics dashboard showing CSAT, NPS, and advocacy scores
July 16, 2025 | Andrew Reise
Customer satisfaction metrics are the measures an organization uses to quantify how customers feel about a product, a service, or a single...
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