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Use the 7S Model for a Successful AI Transformation

Being a CRM consultant working with many organizations it is hard to not see AI as a topic that is thought about. Does it...

The Final Journey: CX and the Death of a Loved One

My dad passed away in January. A lifelong insurance man, Roger was well organized, well-liked, and, I think, a well-respected community member. He was...

3 Ways to Talk About CX So Others Will Want to Listen

Picture this. When you send out meeting invitations, everyone accepts in seconds, and so many people want to join you have to hold multiple sessions...

Putting Customers on the Podium: 3 Tips for Successful Customer Advocacy Programs

One of the essential CX truths is that customers like to hear from other customers. At the B2B technology company for which I work,...

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