Show Me the Money – A Step-by-Step Guide
Last month, I broke down why proving CX ROI is such a struggle. I’ve been there—knowing the work delivers real value but watching leadership shrug because the impact isn’t spelled out in dollars. Too many CX teams track metrics that don’t resonate with execs, making...
Numbers are Not Enough: How to Tell a Story with Data
Guidelines for gaining corporate buy-in and making ideas stick I’ve presented a lot of data. Data that made perfect sense to me and data that told a story. I’ve created beautiful charts that reflected massive return on investments (ROI’s). I’ve received looks of...
ASK THE EXPERTS! Panel Discussion – Do This, Not That: How We’re Using AI and How It’s Working Out
Moderator Cippy Seidler, Director, Consumer Care Center, Banner Health Panelists Heather Arthur, Vice President, Canada Contact Centres, Scotiabank Jeff Grant, Senior Technology Consultant, Enterprise Contact Center, Southwest Airlines Andy Lisk, Vice President,...
HEADLINER VIDEO – How Did I Get Here in the First Place? Remembering Your Customer Passion and Purpose
