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Insights & Perspectives
Stay ahead with the latest thinking on CX, revenue, and the future of customer-led business.
What are Customer Health Metrics?
What customer health metrics are being used, where they fall short, and what best practice looks like now.
What is Root Cause Analysis?
Closing a ticket is not the same as solving a problem. Root cause analysis traces the failure back to its origin. This is what it is, and why it matters.
The Rise of CX Acumen in the C-Suite
Fifteen years ago, a CEO who put sustainability on the board agenda was making a political statement, not a strategic one. The same inflection is now building around customer experience.
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The Churn Equation: Fixing What's Broken Before It Costs You
By the time a customer cancels, the decision was made weeks ago. The cancellation is just the paperwork. The data that could have predicted the exit has been sitting in your systems the entire time, labeled as something else.
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Revenue at Risk: How to Quantify and Manage It
There is a number sitting inside your business right now that your board has never seen. It is hiding in plain sight, inside every customer conversation your teams had this week. That number is your Revenue at Risk.
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What is Customer Revenue Governance?
The CX industry has spent a decade measuring activity instead of outcomes. Deflection rates, sentiment trends, cost-to-serve. None of it answers the only question a CFO actually cares about. Customer Revenue Governance does.
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Why CX Needs an Operating Standard
Finance has GAAP. Supply chains have Six Sigma. Customer experience has nothing. Here is why that needs to change, and why the window for moving first is closing.
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What is CX Acumen?
Most executives claim to be customer-obsessed. But ask them what their worst customer problem cost the business last quarter, and the room goes quiet. That gap has a name.
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What is CX Governance?
CX Governance is the operating standard that connects customer signals to revenue accountability. Without it, CX stays anecdotal, unaccountable, and disconnected from financial outcomes.
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