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WATCH NOW: Improve CX Using 80/20

Learn how to correct common CX failures, and deliver a profitable customer experience.

How to Fire Your Customers

Best practices for firing your customers. No, we’re not joking – tips to help you fire your custome...

New and Improved Customer Insights

80/20 provides a laser focus on who to interview in customer insights studies. The 80/20 toolkit ide...

Decision-Making Takes Guts

According to Harvard Business, more than half of Americans rely on their gut to decide what to belie...

Delivering a Digital CX for Top Accounts

Customer Experience is about delivering what the customers need, when they need it, in the most prof...

Robinhood is its Own Worst Enemy

The GME short squeeze and its aftermath have reminded us of something we all know but often forget: ...

Is NPS Dead?

Net Promoter Score (NPS) by itself is no better than a beauty contest.

The Hierarchy of Customer Needs, Explained

We have taken Maslow’s Hierarchy of Human Needs and applied its principles to Customer Experience....

Preparing the Customer Experience for a Post-Pandemic Economy

Are you poised to meet new needs and expectations? It is important to understand how your top custom...

Best Practices in Customer Experience: The Two Hour Rule

Occasionally, we come upon a world-class CX program whose secret sauce is worth sharing. This is one...

CX Design: Develop the Ideal Customer Experience

Strategex has analyzed data from tens of thousands of Voice of the Customer in-depth interviews. We’...

Who Cares About Culture? Customers Care. A Lot.

What kind of company growth do you want to have? What kind of company culture are you buying into? Y...