Read more about the article The Evolution and Future of Competitive AI Strategy in Modern Business

The Evolution and Future of Competitive AI Strategy in Modern Business

  • Post author:
  • Post category:
  • Post comments:0 Comments

Episode #292: Jamie Thorpe, Chief Experience Officer & UK Service Line Leader for CX at Ipsos in the UK, shares how AI is reshaping customer experience, business growth, and competitive differentiation in modern organizations. He explains why companies must balance automation, personalization, and efficiency with authentic human connection and trust. He also outlines how organizations can align culture, leadership, and customer understanding to build stronger relationships in an increasingly AI-driven world.

Continue ReadingThe Evolution and Future of Competitive AI Strategy in Modern Business
Read more about the article Faster Markets, Fragile Loyalty: The CX Wake-Up Call

Faster Markets, Fragile Loyalty: The CX Wake-Up Call

Episode #273: Amita Gudipati, Chief Customer Officer at Renaissance Learning, explains why customer experience must be treated as a growth strategy. She shares how organizations can scale CX while maintaining meaningful human engagement. Her approach highlights structured voice-of-customer programs, segmentation, and ROI measurement. The discussion connects CX directly to retention, expansion, and long-term sustainable growth.

Continue ReadingFaster Markets, Fragile Loyalty: The CX Wake-Up Call
Read more about the article Faster Markets, Fragile Loyalty: The CX Wake-Up Call

Faster Markets, Fragile Loyalty: The CX Wake-Up Call

  • Post author:
  • Post category:
  • Post comments:0 Comments

Episode #273: Amita Gudipati, Chief Customer Officer at Renaissance Learning, explains why customer experience must be treated as a growth strategy. She shares how organizations can scale CX while maintaining meaningful human engagement. Her approach highlights structured voice-of-customer programs, segmentation, and ROI measurement. The discussion connects CX directly to retention, expansion, and long-term sustainable growth.

Continue ReadingFaster Markets, Fragile Loyalty: The CX Wake-Up Call
Read more about the article (5:20 Q&A Video) “Understanding Customers Beyond Dashboards And Data”

(5:20 Q&A Video) “Understanding Customers Beyond Dashboards And Data”

In this 5:20 video, Michelle Urdiales explains why customer centricity cannot rely solely on data. She emphasizes the importance of direct conversations and listening. Michelle shares how these insights inform planning and innovation. Her perspective highlights why customer understanding requires human connection.

Continue Reading(5:20 Q&A Video) “Understanding Customers Beyond Dashboards And Data”
Read more about the article Turning Customer Centricity Into an Operational Strategy

Turning Customer Centricity Into an Operational Strategy

Episode #248: Michelle Urdiales, CMO at LAM and a Member of the Regional Leadership Board at A.P. Moller - Maersk, explains how customer centricity must move beyond intention and become an operational strategy. She outlines how working backward from the customer shapes leadership decisions, prioritization, and long-term value creation. Michelle connects customer focus to retention, trust, and internal alignment across the organization. Her insights show how sustainable growth follows when customer value leads every decision.

Continue ReadingTurning Customer Centricity Into an Operational Strategy
Read more about the article Turning Customer Centricity Into an Operational Strategy

Turning Customer Centricity Into an Operational Strategy

  • Post author:
  • Post category:
  • Post comments:0 Comments

Episode #248: Michelle Urdiales, CMO at LAM and a Member of the Regional Leadership Board at A.P. Moller - Maersk, explains how customer centricity must move beyond intention and become an operational strategy. She outlines how working backward from the customer shapes leadership decisions, prioritization, and long-term value creation. Michelle connects customer focus to retention, trust, and internal alignment across the organization. Her insights show how sustainable growth follows when customer value leads every decision.

Continue ReadingTurning Customer Centricity Into an Operational Strategy
Read more about the article Your Funnel Leaks Trust, Not Leads. Fix It.

Your Funnel Leaks Trust, Not Leads. Fix It.

  • Post author:
  • Post category:
  • Post comments:0 Comments

Episode #237: Alena Iakaitite, CMO at Ozon Global, explains that B2B pipelines rarely leak leads but instead leak trust, which modern buyers increasingly rely on peers to validate. She shows how even a single failure can spread across business communities within hours, and why transparency, promise-keeping, and internal alignment are the only durable defenses. She also demonstrates how consistent communication and accountability create the customer experience that drives long-term growth.

Continue ReadingYour Funnel Leaks Trust, Not Leads. Fix It.