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.
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
Ever made a “rational” decision that didn’t feel right? Yeah. Me too. In business, we love logic - Dashboards. Forecasts. Data. The whole package. But behind every choice, there’s something deeper at play: 💥 Emotion. 🧠 Bias. 🌀 Dissonance. 🎭 Ego. 🤝 Collective intelligence. In Article 7 of The HX Revolution, I dive into what really drives decisions inside organizations—and how to make them more human, conscious, and aligned: 🧬 The neuroscience behind why emotion always plays a role 🪞 How philosophy (yes—Stoicism and existentialism!) can sharpen our choices 🌱 Why the best decisions aren’t top-down, but distributed across networks of trust 🛠 Plus: real practices to embed emotional honesty, clarity, and integrity into the way your teams decide Because every decision is a mirror. And in human-centered companies, decision-making becomes more than strategy—it becomes identity work. 👇 Read the full article and let me know: What’s the most meaningful decision you made this year—and what shaped it? #TheHXRevolution #HumanExperience #DecisionMaking #Neuroscience #Stoicism #Leadership #OrganizationalPsychology #ReturnOnExperience #ROX #CX #CustomerExperience #EX #EmployeeExperience #H2H #HX #TheH2HExperiment
Ever wished you could grab your coffee without the obligatory small talk? Or check out at a store without the “Did you find everything okay?” interrogation? Welcome to the rise of Silent Services—where customers decide when and how they interact, not the companies. From self-checkouts to silent haircuts, businesses are finally tuning in to the fact that sometimes, the best customer experience is the one that lets you just… be. Why is this shift happening? What do psychology and sociology say about our craving for quiet choices? And what does this mean for the future of CX? I dove deep into this fascinating trend—check out my latest article! #CustomerExperience #SilentServices #CXInnovation #CX #CXtrends #H2H #TheH2HExperiment #BusinessStrategy
B2B CX - Strategy & Business Alignment Originally posted here with our full version: https://ecxo.org/how-to-lead-a-b2b-cx-transformation-program-and-avoid-costly-mistakes/ Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business…
What Can The Lord of the Rings Teach Us About Customer Experience (CX)? Turns out, a lot more than you’d think! From Gandalf’s role as a trusted advisor to Frodo’s unpredictable journey (hello, customer journey mapping!), The Lord of the Rings is packed with powerful lessons for creating epic customer experiences. - Want to build a fellowship of loyal customers? - Turn complaints into growth opportunities (without facing a cave troll)? - Guide your customers like Gandalf guided Frodo? I’ve been a fan of epic fantasy since I was a teenager, and I couldn’t resist bringing a little Middle-earth magic into my latest article. So, if you love learning CX lessons through movies (and enjoy a little adventure along the way), this one’s for you! What’s the biggest CX lesson you’ve learned from an unexpected source? Share it in the comments! #CustomerExperience #CX #TheLordoftheRings #CustomerJourney #BusinessStrategy #Storytelling #H2H #TheH2HExperiment
Stop Pushing Products, Start Planting Solutions In today’s competitive market, value selling isn’t just a strategy—it’s a game-changer. Instead of listing features, focus on solving your customers’ problems and creating experiences that resonate. This approach builds trust, drives loyalty, and makes your business unforgettable. Just like Dolce Vita, a small bakery that rediscovered its magic by shifting from selling pastries to creating meaningful connections with customers. Want to differentiate your business? Start listening. Solve real problems. Deliver value. The results? Loyal customers, a unique competitive edge, and a business that thrives. In the article you can find more details on the topic! I am curious to know what you think! Feel free to share your feedback! #ValueSelling #CustomerExperience #BusinessGrowth #SalesStrategy #CX #H2H #TheH2HExperiment #CustomerCentricity