Latest Articles
Practical guidance and frameworks for building customer-centric capability, even before you have case studies or benchmark data.
Case Study
Customer-Centricity Without Data: The First 30 Days
A playbook for new teams: how to start with standards, rituals, and evidence you can collect immediately.
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Article
Service Recovery Playbook: A Simple Standard for Handling Issues
A lightweight template for resolving problems consistently, including examples of what “good” looks like.
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Framework
How CCO Scoring Works: Evidence, Not Opinions
A plain-English explanation of what gets scored, what counts as evidence, and how to prepare.
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Research
Beyond NPS: Practical Metrics You Can Start With
Simple measurement ideas for early-stage programs, plus how to avoid vanity metrics.
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Article
Building a CX Council: Decision-Making Without Bureaucracy
A practical session on creating clear ownership, governance, and actions without slowing teams down.
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Press Release
Common Assessment Mistakes and How to Avoid Them
A short list of frequent pitfalls, what reviewers look for, and how to fix gaps fast.
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