CX Perspectives
How to Solve the 2025 Customer Retention Problem
It’s 2025, and businesses across sectors have a customer retention problem. U.S. companies alone lose an estimated $168 billion annually due to customer attrition, as revealed in a CallMiner whitepaper….
Macy’s Retail Experience Risk: The Billion Dollar Lesson
With the holiday season fast approaching, it is a smart time to seek lessons from retail customer experience leaders and laggards. At the root of those lessons is the importance…
Fan Experience: CX Lessons for Hosting Major Events
With the World Cup coming to New Jersey and the greater New York area in 2026, the time is now to create positive fan experience moments. The 2026 Soccer World…
What is Missing in Customer Experience Today?
Customer Experience is failing. According to Forrester, US Consumer Perceptions of CX quality are at an historic low. Post-COVID the quality of customer experience eroded every year across the three…
Center of Excellence: The Antidote to Failed Customer Experience Programs
It’s no secret that even good CX programs fail. Back in 2018, Bob Thompson of CustomerThink shared the “inconvenient truth” that “93% of customer experience programs are failing.” Gartner echoed…
How to Get Enough Funding for CX Initiatives
Delivering impactful customer experience programming starts with making the business case for customer experience to executive leadership. This is a straightforward objective. However, it requires strategy, clarity, education, and communication…
