Originally published in my LinkedIn newsletter – adapted for deeper insights The most comprehensive CX study of 2025 just dropped, and the results are both encouraging and alarming. After analyzing responses from over 1,000 CX leaders, one thing is crystal clear: we’re living through the biggest transformation in customer experience history—and most of us are
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 truth: Your empathy training isn’t working.You’ve mandated it in programs. Added it to the values statements. Talked about it in every all-hands meeting. Yet when crisis hits, when budgets tighten, when pressure
Why I built this blog, and why you should care 🙂 Here’s the truth: after 15+ years swimming in the customer experience waters, including my current gig as Customer Experience Digital Director at Schneider Electric, I’ve watched too many companies crash and burn with their CX efforts. Not because they lacked good intentions, but because
