Reimagining Customer Experience Management: Beyond Tools to Real Outcomes
The core purpose of a Customer Experience Management (CXM) program is straightforward yet incredibly powerful.
Attendance Plans for HIMSS and ViVE
2026 LinkedIn Poll Results- Attendance Plans for HIMSS and ViVE
Why Your Business Needs to Create an Ideal Customer Profile
The most accurate ideal customer profile is built by analyzing your happiest existing customers, not by guessing which prospects might convert.
When AI Takes the Wheel, Customer Relationships Lose Direction
AI is rapidly becoming embedded in customer experience and voice-of-customer programs.
Your Data Is Fine. Your Analysis Process Is a Dumpster Fire.
Here’s the uncomfortable truth: most companies actually have more customer data than they know what to do with. They run NPS surveys, collect customer support feedback, gather onboarding input, do product roadmap questionnaires, have account manager summaries in their CRMs, the inputs are endless.
Your Follow-Up Gap Sabotages Customer Relationships More Than Bad Data Ever Could
Customer frustration doesn’t wait for your next meeting. Act fast, or watch loyalty erode and customers vanish. Here’s how to intercept issues in real-time.
Why Startups Shouldn’t Wait to Launch a Voice of Customer Program
I regularly speak with small, fast-growing companies who often say they haven’t started an NPS, customer satisfaction, or Voice of Customer (VoC) program. When I ask them why, their common justification: “We’re still small, haven’t lost customers yet, and they stay in personal touch.”
From Ads to AI: How Data-Driven Content is Redefining Marketing Visibility
In the past, attracting customers meant mastering Google Ads: select prime keywords, set your bids, and watch the inquiries pour in. But that tried-and-true approach is fading fast.
Your Customer Satisfaction Program Is Killing Your Customer’s Satisfaction | Part 2: What To Do About It
Most companies think they’re doing enough to understand their customers. They run an annual satisfaction survey, maybe buy some anonymous market research report, and call it a day. The problem? That’s not really knowing the mind of your customers. That’s checking a box.
Could an AI Do The Job of A CEO?
Just the other day I was reading a post on X by some silicon valley VC talking about how AI agents are going to replace countless different jobs. As expected it kicked off a lot of comments and replies.