September 4, 2025

Top Stories

News

Welcome to CX Strategy

Why I built this blog, and why you should care 🙂 Here’s the truth: after 15+ years swimming in the.

Strategy & Trends

How Philip Morris transformed the tobacco industry’s customer experience

Here’s what matters: Philip Morris International just proved that even the most controversial industries can reinvent their customer relationships. After.

News

AI Customer Experience Integration: Why 92% Adoption fails without

Originally published in my LinkedIn newsletter – adapted for deeper insights The most comprehensive CX study of 2025 just dropped,.

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