Latest Posts

• 
  Why Your AI Rollout Will Amplify Whatever Your Frontline Already Is
• 
  AI Promised to Finally Solve “We Don’t Really Know Our Customers.” Has It?
• 
  Customers Now Expect AI to Remember Everything. Most Organisations Can’t Deliver That.
• 
  Ticket Resolution Is the Most Obvious AI Win in CX, and the Easiest to Get Wrong
• 
  Personalisation Used to Be a Cost Center. AI Just Turned It Into a Baseline Expectation.

Categories

• CSX Framework
• Maturity Assessment

Tags

Active Listening Adoption Advocacy Consistency Enablement Expansion Health & Risk Personalisation Phase: Drive Phase: Grow Phase: Retain Support Time to Value Understanding Value Realisation