Member Since: 11th Sep 2018
Retired VP of Customer Experience for HP and HPE's $4B software division.
Author of four books on customer strategy, all available on Amazon.
Editor in Chief - Content OCX Cognition
13th Feb 2023
Why it's time for CX and finance to become BFFs
As a customer experience professional, you may be wondering about your future in the current economic environment. Many companies are in...Engagement
30th Jan 2023
Five steps to avoiding B2B CX failure in 2023
I spent a lot of December outlining the top five reasons for B2B CX failure . And we all have to face facts: the methodology we have all...Engagement
6th Jan 2023
Why do B2B customer experience teams fail?
A pessimistic Forrester report and a recent post on LinkedIn made me research and reflect on the main reasons customer experience teams’...Data
28th Nov 2022
Watch out CX leaders - there are only 3.5 ways of reducing costs!
Faced with a profitability crisis or a need to find money to invest, most companies want to sort out their P&L first, and worry about...Management
15th Sep 2022
What does the economic climate mean for customer experience leaders?
These times are challenging for many companies, and indeed for many families. In this article, I want to clarify the situation I see in...Engagement
30th Jun 2022
NPS is still the best CX metric we have! Here's why....
I have been hearing and reading quite a lot of criticism of NPS recently. Unfortunately, only a minority of what I have heard and read...Voice of the Customer
29th Apr 2022
When should you ask for customer feedback - and when should you not?
I have a sort of hobby: answering companies’ requests for my feedback and seeing whether they will write back to tell me what they have...Voice of the Customer
13th Dec 2021
Why sales teams could be the biggest threat to CX leadership in 2022
Let's think about the mission of customer experience teams. They exist to improve customer retention, upselling, and cross-selling. However...Data
23rd Aug 2021
How reliable is the relationship between NPS and revenue?
Right from the very beginning, right from when Fred Reichheld published his HBR article The One Number You Need to Grow , the subject of...Data
30th Sep 2019
What are the main objections to NPS - and are they legitimate?
The Net Promoter Score is dead! Or are the reports on NPS simply fake news? Well, the image at the top of the article shows what I found...Voice of the Customer