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 they jumped straight to tactics without building a solid strategy foundation.
I’m launching this blog because I’m tired of seeing CX treated like a band-aid solution. Real customer experience transformation starts with strategy, period.
Throughout my career, I’ve been front and center as CX evolved from “nice to have” marketing fluff to something CEOs lose sleep over. I’ve helped global teams wrestle with digital transformation nightmares, celebrated those magical moments when customer satisfaction scores went through the roof, and learned some hard lessons from initiatives that face-planted spectacularly.
Here’s what I’ve learned about CX
The secret isn’t complicated, but it is powerful: strategy first, everything else follows. Over the years, I’ve built customer-focused frameworks that connect technology investments with what people really need. The pattern is consistent: companies with clear CX strategies demolish their competition. Those flying by the seat of their pants? They get left behind.
This blog exists to share what really works, what fails miserably, and the strategic thinking that separates winners from wishful thinkers.
What you’ll discover here
I’m committed to giving you the deep insights you won’t stumble across in typical business magazines:
Emerging trends and innovations – From AI-powered personalization to omnichannel orchestration, I’ll break down what’s reshaping CX based on what I’m seeing in the trenches
Case studies that matter – Real analyses of brands that have completely transformed their industries through exceptional customer experience
Expert masterclasses – Direct access to pioneering CX leaders who’ve driven game-changing results
Technology reviews and comparisons – Honest evaluations of tools that deliver ROI, based on platforms I’ve personally implemented and tested
Implementation blueprints – Step-by-step frameworks you can customize for your specific challenges, battle-tested in real-world scenarios
Who this blog serves
I built this space for:
CX leaders hunting for strategies that translate into measurable business results
Digital transformation teams working to blend technology with human-centered design
Business executives who need to understand how strategic CX drives sustainable growth
Aspiring CX professionals ready to build career-accelerating skills
What’s coming next
Over the next few weeks, I’ll be exploring:
- Key CX trends for 2025 that will reshape your industry
- Deep dives into brands that nail customer experience and the lessons we can steal from them
- Reviews of the most effective tools to supercharge your CX strategy
Let’s build something together
My passion for CX has always thrived on collaboration. Here’s how we can connect:
- Find me on LinkedIn for ongoing conversations
- Share your CX challenges by email at contact[at]cx-strategy
- Join our community of CX strategists through the newsletter
Welcome to CX Strategy, where every exceptional customer experience starts with thoughtful strategy. Ready to transform how you think about customer experience?