Crisis to opportunity: How CX leaders navigated recent challenges
Picture Maria, a VP of Customer Experience at a regional bank. While her competitors were reducing customer service hours, she convinced leadership to
Strategy & Trends
News
They built a startup with zero humans. 72 hours later, the AIs turned it into organizational chaos.
Here’s what happened when decision-making became a closed loop between algorithms. A team of researchers just ran an experiment that should terrify every
Expert Interviews
Strategy & Trends
The dual green effect: why sustainability and customer experience are two sides of the same coin
I previously shared how sustainability is becoming the new CX battleground 92% of buyers now prioritize brands with social and environmental responsibility, and
News
Why sustainability is becoming the new CX battleground (and what it means for your strategy)
Originally published in CX Pulse newsletter | By Audrey Chatel Something fascinating is happening in customer experience right now. For years, we’ve operated
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AI Customer Experience Integration: Why 92% Adoption fails without execution excellence
Originally published in my LinkedIn newsletter – adapted for deeper insights. The most comprehensive CX study of 2025 just dropped, and the results
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Strategy & Trends
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
Expert Interviews
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
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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,