Learn why fragmented omnichannel strategies destroy customer loyalty. Research-backed guide to building customer-centric channel strategies that drive satisfaction and retention.

Most organizations build their customer journey maps the easy way. They gather stakeholders in a room, pool their assumptions, sketch out what they think the customer experience looks like, and call it done. It's fast. It's cheap. It feels productive. It's also dangerously wrong.

Artificial intelligence is more than just a tool; it’s a new kind of collaborator. Learn how to adapt your facilitation style to harness the creative power of AI and avoid the pitfalls of this new partnership. Generative artificial intelligence is rapidly moving from a novelty to a core part of the modern toolkit, and for CX leaders, this presents both a massive opportunity and a significant new challenge.

Meetings are where ideas go to die. Workshops are where they come to life. Here is the complete, step-by-step blueprint for designing and leading sessions that create momentum, alignment, and real customer value. A workshop is not just a longer, more caffeinated meeting. It is a structured, facilitated, and intensely productive session designed to solve a specific problem and create a clear outcome.

In the age of big data, customer research can feel like a firehose. Teams are inundated with survey results, interview transcripts, and analytics reports, yet a common frustration echoes through many organizations: nothing changes. The research is delivered, but it fails to translate into meaningful action. The problem is not the data; it’s the delivery. A PDF report sent over email is where insights go to die.

Every quarter, it's the same conversation. A CX leader stands in front of the finance team with a spreadsheet, trying to draw a clean line from a customer experience initiative to this quarter's revenue. The numbers look good. The math seems solid. The problem with this isn't that customer experience doesn't create value; it absolutely does. The problem is that we're measuring it wrong, using metrics designed for things that happen in days or weeks, not months or years.