Articles & News
Expert articles and news on customer experience and beyond.
Latest content
2026-08-12
When Your Experience Metrics Stop Moving, It Doesn’t Mean Nothing Is Changing.This is a conversation we have often—and almost always with…
2026-08-04
What AI Reads in Your Google Reviews (and It’s Not What You Think)Try this. Ask ChatGPT, Perplexity, Copilot, Gemini, or any other…
2026-07-29
What AI Integration Reveals About the True State of Your OrganizationAI is not a solution. It is an accelerator. It…
2026-07-15
What Makes a Mystery Shopper Program Truly EffectiveA well-designed mystery shopper program gives you access to something…
2026-07-09
Local SEO for multi-location brands: what really mattersStandardizing the names and URLs of your social media pages…
Restaurant2026-07-01
CX : Why the First Three Minutes Decide Your Restaurant ExperienceYou walk through the door of a restaurant. No one…
Restaurant2026-06-23
Why Clients Stop Coming Back: Inconsistency in the Restaurant ExperienceA client you won over on a Friday night comes…
2026-06-17
Brand Experience Is Not About VisualsI’ve spent years designing brand identities. And the most important…
2026-06-11
Hexia: A CX Platform Built for Operational RealityThe first time I truly understood the value of Hexia,…
2026-06-03
Employee Experience Is, First and Foremost, a Leadership DecisionWhen we build a company, there are truths we learn…
2026-05-13
Three Channels, Three MomentsA Continuum of Prevention, Intervention, and Public Amplification These three…
2026-05-08
Airport Missions at YUL: Turn Your Stop Into a RewardTraveling soon? Picking someone up at YUL? Good news: Lanla…
