Leading Change – Or Whatever You Call It

The CMOs I advise are feeling the pressure to improve customer experience in a way that positively impacts short and long-term revenue. They spearhead many initiatives, talking about Customer Experience (CX), Digital Transformation (DTX), Account-based Experience (ABX), OmniChannel or building a Center of Excellence (CoE). But studies show that 75% of such initiatives fizzle out […]

What CMOs Understand That Their Peers May Not

This morning I came across 2021 Rackspace Technology research on How Applications Impact Customer Experience, in which they analyzed 1400+ responses from $300M+ enterprises about strategic priorities. Customer Experience (CX) topped the list – with a focus on responding to customer needs with new technology. OK, makes sense so far… Companies are always seeking that […]