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Managing Up

Wisdom distilled: Reflecting on nearly two decades of evolving customer experience leadership

What 19 Years of Support Leadership Actually Taught Me

Leadership

What 19 Years of Support Leadership Actually Taught Me Read More »

Discounting

Beyond the Price Tag: Why Discounting Rarely Delivers Long-Term Success

Leadership

Beyond the Price Tag: Why Discounting Rarely Delivers Long-Term Success Read More »

A CFO evaluates a rising arrow labeled “CX Investment,” linking customer experience improvements to measurable financial returns through charts, coins, and growth metrics.

The Business Case for CX: How to Get Leadership to Fund What Actually Matters

Leadership

The Business Case for CX: How to Get Leadership to Fund What Actually Matters Read More »

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