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.
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
“But how do we measure it?” If you’ve ever talked about emotional climate, purpose, or psychological safety in a boardroom, you’ve heard that question. And honestly? It’s a fair one. In Article 8 of The HX Revolution, we go deep into the science of measuring the human experience — without reducing people to data points. - Why traditional KPIs fail to reflect how people actually feel - What neuroscience and psychology say about how we remember experiences - How to shift from ROI to ROX: Return on Experience - And most importantly: practical, human-centered ways to listen at scale and design better Because data is only as meaningful as the questions we’re brave enough to ask. 👇 Read the article and join the conversation: What’s one signal you use to understand the emotional health of your team or business? #TheHXRevolution #HumanExperience #DecisionMaking #Neuroscience #Stoicism #Leadership #OrganizationalPsychology #ReturnOnExperience #ROX #CX #CustomerExperience #EX #EmployeeExperience #H2H #HX #TheH2HExperiment
We don’t need more “engagement programs.” We need more meaningful work. The future of work isn’t about squeezing more productivity out of people. It’s about helping them feel alive again. In Article 6 of The HX Revolution, we explore a critical shift: - Why traditional engagement strategies fail - What neuroscience tells us about motivation (spoiler: it’s not money) - How purpose, autonomy, and emotional connection transform employee experience - Plus: 5 practical ways to help your people move from surviving… to mattering Because humans are not resources. They’re the reason. And when we start designing work around meaning instead of metrics, we don’t just get better results—we build better lives. Read the full article and let me know: What’s one thing that gave you purpose at work this month? What energized you? #HumanExperience #HX #EmployeeExperience #Purpose #Leadership #Neuroscience #TheHXRevolution #OrganizationalCulture #WorkplaceTransformation #CX #CustomerExperience #EX #EmployeeExperience #PX #PartnerExperience #H2H #TheH2HExperiment
Why do people resist change—even when it’s good for them? Is it fear? Habit? Laziness? Nope. It’s biology. And psychology. And, honestly... a little philosophy too. In the latest article from The HX Revolution series, I dive deep into: - The neuroscience behind resistance to change - How our environment rewires our genes (yes, really—hello, epigenetics) - What Jung and Adler would say about corporate culture - How Stoicism and Buddhism offer surprisingly modern tools for leading transformation Bottom line? People don’t resist change because they’re broken. They resist because they’re wired for safety. If you want to lead real transformation, you’ve got to make it human. That’s the heart of HX. Dive into Article 3: “The Science of Change: Why People Resist Transformation” Let’s stop blaming resistance and start understanding it. Read, reflect, and let me know: What’s the biggest blocker to change you’ve seen in your workplace? #HumanExperience #HX #ChangeManagement #Transformation #Neuroscience #Epigenetics #Psychology #Philosophy #Leadership #OrganizationalCulture #TheHXRevolution #CX #CustomerExperience #EX #EmployeeExperience #H2H #TheH2HExperiment
How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Today’s business customers expect seamless, responsive, and value-rich interactions at…