If the Metric Improved 20%, Would the Customer Notice?
If you work in Customer Experience long enough, you eventually collect a lot of metrics. A lot of metrics. NPS. CSAT. Customer Effort. First Contact Resolution. Response time. Service level. Quality. Productivity. And, lest we forget, that one metric that’s been...
Co-Creating with Customers and Employees to Solve Core Customer Pain Points
Organizations often respond to customer pain with task forces, projects, and transformation initiatives…only to discover they solved symptoms rather than identifying root causes. In this session from our Customer Experience 2026 Executive MindXchange event,...
Hyper-Personalization: Crafting Tailored Experiences for the Modern Consumer
In this excerpt from the Customer Experience 2026: A Frost & Sullivan Executive MindXchange Chronicles, Gavin Johnston, who has over 25 years of experience in CX research and strategic planning, discussed how to go beyond standard personalization to deliver...
“Customer for Life” Is an Architecture, Not an Ambition
Adapted from The Customer Excellence Enterprise: A Playbook for Creating Customers for Life By Wayne Simmons and Tom DeWitt, Ph.D. No company sets out to create customers for a single transaction or moment. Ask any leadership team what it wants and a familiar answer...
