How Executives Can Turn Fragmented CX Efforts Into Enterprise-Wide Customer Obsession – Interview with Ray Gerber
Raymond Gerber, co‑founder of the Institute for Journey Management, outlines a nine‑stage blueprint that transforms fragmented CX projects into enterprise‑wide customer obsession. He warns that traditional, siloed CX initiatives often trigger an awareness stage when ROI fails to materialize. The model emphasizes shifting from isolated touchpoints to end‑to‑end journey outcomes, launching cross‑functional pilots, and securing three pillars of commitment—budget, ownership, and governance. Ultimately, value realization must be expressed in finance‑friendly metrics to sustain long‑term transformation.
How CX Leaders Can Turn Insights Into Measurable Business Outcomes
Medallia’s Experience conference in Las Vegas unveiled a suite of AI‑enabled CX tools, including the natural‑language Insights Assistant, rapid‑trend Smart Topic Builder, multilingual GenAI analytics, and integrated Action Planning that ties issues to business metrics. The company also introduced B2B...
Transforming Experience for Business Outcomes – Interview with Sid Banerjee, Mike Murchison and Paloma Paraja
The Punk CX podcast captured insights from Medallia’s Experience event, where Sid Banerjee, Mike Murchison and Paloma Paraja discussed a turning point for customer experience. They emphasized moving beyond survey‑based metrics toward AI‑driven financial outcomes such as retention, loyalty and...
The Dangers of a CCaaS Monoculture – Interview with Paul Hughes of Mitel
In the latest Punk CX podcast, Paul Hughes of Mitel argues that hybrid CX solutions are now the enterprise default, especially for regulated firms that need both cloud and on‑premise capabilities. He warns that a CCaaS monoculture—relying on a single...
REDUX Imagine if Everybody in a Business Served Customers or Fielded Customer Enquiries
Adrian Swinscoe proposes a radical thought experiment: every employee, including senior leaders, should periodically serve customers directly. The idea stems from OneReach research highlighting employee experience and walking in the customer’s shoes as top service improvements. Real‑world examples, such as...