Discover why customer experience (CX) efforts fail without a strong company culture. This article explores the deep connection between employee experience (EX) and CX, using insights from neuroscience, psychology, and leadership practices. Learn how toxic work environments silently destroy customer trust—and get practical strategies to align culture and experience from the inside out.
Discover why Net Promoter Score (NPS) may no longer be the most reliable metric for customer experience. This article explores the power of measuring customer regret instead—offering a deeper, emotionally-driven alternative backed by neuroscience, psychology, and practical CX insights. Learn how to ask the right questions, decode customer disappointment, and turn regret into transformation.
Learn how to turn negative customer feedback into brand loyalty by closing the loop. This article offers a practical framework backed by neuroscience, psychology, and real-world examples to help businesses respond with empathy, action, and transparency, building stronger relationships and improving customer experience.
Discover why frontline empowerment is the secret weapon for outstanding customer experience. In this article, we explore how giving frontline employees the autonomy, tools, and trust to act improves CX, boosts team morale, and drives innovation. Learn practical strategies to build a culture of empowerment that transforms every customer interaction. #HumanExperience #CustomerExperience #Leadership #CXStrategy #Empowerment #EX #BANI #HXRevolution #TheH2HExperiment
Why traditional journey maps don't capture real customer behavior Are you tired of the old, predictable customer journey maps that fail to reflect how people actually behave? Discover the engaging world of Journey Mapping 2.0, where paths are no longer linear but adaptive, reflecting the chaos and complexity of real human emotions and behaviors. Dive into this transformational approach and learn how you can design better experiences by understanding the true, unpredictable nature of customer journeys. Ready to embrace the mess and craft journeys that resonate with reality? Join us in exploring this innovative and exciting perspective.
And here we are, at the end of the HX series, hoping it has been joyful and insightful for you. We are closing it with the certainty that the future of work isn’t faster. It’s deeper. We’ve reached Article 10. In this closing piece, I reflect on what comes next in a world being reshaped by AI, burnout, and a longing for purpose. And the answer is clear: -The future of work is HX — Human Experience. Not as a trend, but as a transformation. -From transactional workplaces to experiential ecosystems -From automation overload to rehumanizing how we work -From surface change to real, embodied leadership This isn’t the end. It’s the beginning. Of new questions. New rituals. New ways of showing up. Read the full article and tell me: What part will you play in building a more human future of work? #TheHXRevolution #HumanExperience #DecisionMaking #Neuroscience #Stoicism #Leadership #OrganizationalPsychology #ReturnOnExperience #ROX #CX #CustomerExperience #EX #EmployeeExperience #H2H #HX #TheH2HExperiment #EmotionalIntelligence #SelfAwareness #Mindfulness #CultureTransformation
Want to change your company? Start by changing your relationship with yourself. In business, we often look outward: systems, strategy, culture, process. But real transformation? It starts inward. In Article 9 of The HX Revolution, we explore what I believe is the real secret to sustainable change: -Why personal growth is the foundation of business transformation -How self-awareness, mindfulness, and emotional intelligence shape human experience at work -And simple, practical ways to begin your own HX journey — from the inside out Because your energy creates experiences. Your presence sets the tone. And the way you show up every day… teaches others how to show up too. Read the article and let me know: What’s one inner shift that’s changed how you lead, collaborate, or connect? #TheHXRevolution #HumanExperience #DecisionMaking #Neuroscience #Stoicism #Leadership #OrganizationalPsychology #ReturnOnExperience #ROX #CX #CustomerExperience #EX #EmployeeExperience #H2H #HX #TheH2HExperiment #EmotionalIntelligence #SelfAwareness #Mindfulness #CultureTransformation