Decision memos for Experience leaders
CX, VoC, Insights, Product (experience)
Feedback-to-action, measurement, adoption, and cross-functional alignment, for leaders who own the customer and experience side.
Experience leaders
VoC data and AI: governance before models
Customer intelligence programs usually fail because nobody owned the corpus, consent, and escalation path, not because the wrong model was chosen.
11 min read
Experience leaders
When product, CX, and technology need one roadmap
Parallel plans look orderly on org charts. Customers experience them as inconsistency and broken promises.
11 min read
Experience leaders
Pilot design: what business teams must own in the first 90 days
A pilot measures whether operations changed, not whether the model scored well. Most programs that start without business ownership end quietly by week twelve.
14 min readSee the other track: Technology leaders