On paper, the move from product-centric to customer-centric sounds obvious. Products don’t pay you—customers do. Yet most companies remain organized around what they sell, not who they serve. The s...

If you want to understand customer loyalty, don’t just look at renewals or churn in year three. Look at the first 90 days. Early-life experiences set the tone for the entire relationship, and once ...

Most CX leaders face the same problem: too many things to fix, not enough resources. The temptation is to spread effort evenly—improve billing, speed up delivery, add features, polish support scrip...

Traditional journey mapping has two big flaws:

• Equal weight for every stage. As if billing accuracy shapes loyalty the same way onboarding success does. Research shows early-life experiences a

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Most companies claim to be “customer-centric.” They roll out journey maps, invest in service training, and talk about delighting customers. But when you peel back the layers, true customer centrici...