Simply CX Blog
Maintaining Human Touch in the Age of AI
As AI scales across every stage of the customer journey—from pre-sales (discovery) to sales (decision-making) to post-sales (implementation, adoption, service, and support)—one insight consistently emerges in Microsoft’s ongoing conversations with b…
From Experimentation to Impact: How AI Improves CX and Business Value
For the past several years, organizations have eagerly explored what AI can do. Pilots and proofs of concept have proliferated as teams tested AI’s potential. But as AI matures and investment scrutiny increases, leaders are increasingly focused on s…
From AI Experiments to Impact: What Customers Expect Now
I’ve had the privilege of participating in ongoing roundtable discussions between Microsoft leaders and hundreds of customer executives over the past year. Many of these customers represent Frontier Firms—companies that are actively integrating AI i…
Turning CX Strategy into Consistent Everyday Behavior
As customers, we’ve all experienced the contrast between having an outstanding interaction with one employee and a frustrating one with another. Inconsistent experiences like these occur more frequently than most organizations care to admit, and the…
Scaling CX Through Activation
Activating Teams to Execute CX at Scale
In recent articles, we’ve been looking at how exceptional customer experience (CX) is owned, activated, and sustained by the entire enterprise. My last article highlighted the power of multidisciplinary teams…
Design Together, Succeed Together: A Multidisciplinary Approach to CX Strategy
In my last article, I outlined three essential elements for delivering truly exceptional customer experience (CX): Multidisciplinary teams that co-create and own the CX mission and strategy, activating teams across the organization to scale executio…
Three Essentials for Building a CX-Centric Organization, Powered by AI
In recent articles, I’ve emphasized how customers today expect easy, personalized, and consistent interactions across every touchpoint. Customers don’t distinguish between product, marketing, sales, and support, or digital and human channels. From t…
Personalization at Scale: Building Trust and Connection
Today’s economy is largely experience-driven. That means personalization isn’t a “nice-to-have”, it’s foundational to meaningful customer relationships. When customers feel understood, valued, and supported, they don’t just transact; they connect. A…
Employee Experience: A Hidden Driver of Customer Experience
Where does customer experience begin? When we talk about customer experience (CX), the conversation often centers on external touchpoints like digital channels, service interactions, and product usability. But the truth is, CX starts inside the comp…
Innovating CX Insights: From reactive to real-time with AI
Customer experience (CX) is undergoing a profound transformation. No longer confined to static surveys and feedback, CX is becoming a dynamic, real-time discipline powered by artificial intelligence (AI). Organizations are reimagining how they liste…
From Metrics to Meaning: Connecting CX Data to Business Outcomes
In today’s experience-driven marketplace, customer experience (CX) isn’t just a soft metric—it’s a strategic lever that helps every department and every leader reach their goals. Yet, CX and operational teams often find themselves speaking different…
CX Is the Competitive Advantage in the Age of AI
Why CX Is the New Differentiator
In today’s digital economy, customer experience (CX) has become the ultimate differentiator. Artificial intelligence is everywhere—so much so that technology itself is no longer the deciding factor. With AI capabili…
Culture: The Secret Ingredient for Exceptional Customer Experience
When we think about what makes a customer experience truly unforgettable, creativity, process excellence, and keen insight immediately come to mind. But the real magic happens when culture takes center stage. Culture is the heartbeat of CX excellenc…
The Creative Edge: Unlocking Exceptional Customer Experiences
I recently sat down with renowned author, speaker, and customer experience expert @Ken-Hughes on the Simply CX podcast to discuss the future of customer experience. It was a rich conversation that got me thinking about the pivotal role of creativity…