Blog
Published on Fri Jul 17 2026
Updated on Fri Jul 17 2026
5 minute read
Most commentators with a connection to designing enterprise systems that manage customer experience (CX) spend a lot of time talking about how to improve customer service processes. How can we improve the multichannel experience? How can we apply AI to improve our self-service options? And so on.
But what do all the brands reading all these ideas really want? They want to reduce the cost of doing business. They want to grow their revenue by increasing sales to customers. They want to encourage
Created at Fri Jul 10 2026
5 min read
Picture a retailer coming off its best-ever Black Friday traffic numbers. The campaigns worked. Acquisition spend delivered. Demand surged beyond even the most optimistic projections. And yet, two weeks later, the margin report tells another story: teams struggled with skyrocketing requests, support queues ran days behind, and costs ballooned enough to erase hard-won gains. Surprising? It shouldn’t be. Assuming that if demand is strong, the numbers will follow is something most brands are guilty
Walk into almost any customer experience leadership meeting and the conversation quickly lands on the same conclusion: hire better people. Teams respond by tightening recruitment filters, raising assessment bars, or increasing language benchmarks. Hiring matters, but these measures assume that successful performance is intrinsic to a candidate and only needs to be discovered. The result? Prolonged ramp times and budgets burnt through early attrition - all while organizations ignore the actual in
Created at Wed Jun 24 2026
4 min read
Caught between endless AI hype and fragmented data that won’t cohere into concrete strategies? That’s where most executives find themselves in today’s information climate - and customer experience leaders are no exception. So, where do you turn for the clarity of vision and actionable insights that make or break successful brands in 2026 and beyond?
We’re going straight to the source, delivering you real conversations with the proven leaders at the helm of winning organizations. Officially laun
Created at Wed Jun 17 2026
3 min read
Sometimes, a Medicaid beneficiary opens a renewal notice at precisely the wrong moment. A phone call interrupts it, a required document is not immediately accessible, or the instructions demand more attention than time allows. Whether it’s a last-minute bid or the member forgets and days pass, the deadline hits and coverage disappears. From an operational standpoint, it’s easy to assume that policy complexity is driving this churn. But the real issue is the system’s ability to keep eligible memb
Created at Tue Jun 09 2026
4 min read
Every customer conversation carries more than a case number. Beneath the stated issue sits a layer of urgency, hesitation, and trust that shapes whether a customer stays loyal or simply moves on. And when interactions run into the hundreds or thousands each day, those emotional signals rarely surface through traditional quality monitoring. A support team reviewing only 5% of calls and waiting on post-survey responses is, in effect, managing a relationship it can barely see. That blind spot carri
Created at Wed Jun 03 2026
4 min read
Have you ever found yourself hovering over a "cancel subscription" button only to be met with a personalized offer that suddenly makes staying feel like the smarter choice? Or how about a pity-seeking pop-up that only reinforces your desire to get out? In an era where consumers’ choices are limitless and a subscription can be ended with a single tap, the margin for error is razor thin.
The brands that understand this moment and what drives it are the ones building durable subscriber relationshi
Created at Fri May 29 2026
5 min read
When a Medicare Advantage member hangs up the phone in frustration, what does that abandoned call actually cost the plan? The true financial penalty doesn’t just come from wasted handling time on a dashboard. It's the formal grievance filed days later, the plummeting CAHPS score, and the decision to switch plans during the next Annual Enrollment Period. Ironically, these downstream costs stem from a gap between “operational efficiency” and “member experience” generated by the very aggressive cos
Created at Tue May 19 2026
5 min read
While the world buzzes about the transformative power of artificial intelligence, a closer look reveals diverging paths in its adoption. The US is a research powerhouse, home to the generative AI breakthroughs. However, a different narrative is unfolding elsewhere, particularly in how these advancements are being integrated into the broader economy. Innovation doesn’t follow a single path. How AI evolves - and how we choose to integrate it - will shape industries, communities, and opportunities
Created at Thu May 14 2026
3 min read
A few days ago, industry leaders gathered in Milan at the Excelsior Hotel Gallia for the Task Force Italia AI, Cybersecurity & Digital Transformation National Day. As the CEO of Transcom Italia, I had the privilege of chairing the roundtable: "Customer experience and AI: new tools for organizational culture and business growth". The dialogue, spanning across diverse s
