Stop Teaching Empathy. Start Building It.
The 2025 Women in CX Awards just revealed the blueprint for scaling human-centered transformation and it’s not what you think Here’s the uncomfortable
News
Strategy & Trends
Strategy & Trends
How Philip Morris transformed the tobacco industry’s customer experience with a $14 billion bet on smoke-free products
Here’s what matters: Philip Morris International just proved that even the most controversial industries can reinvent their customer relationships. After investing over $14
Strategy & Trends
Transform Your CX Strategy: 6 Game-Changing Trends for 2025
Here’s what every CX professional needs to know right now: customer experience isn’t just changing; it’s being completely rewritten. And if you’re not
Case studies
Why Mango’s size revolution is your CX wake-up call (and what it means for your brand)
Here’s what most brands get catastrophically wrong: They’re obsessing over the wrong customer. While fashion brands chase the mythical size 0-4 customer, they’re
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 customer experience waters,
Events
European retail’s CX revolution: what really happened in Lisbon
Something interesting happened in Lisbon this May. While most of us were caught up in our daily customer experience (CX) fires, over 200