← Back to all posts

CX on the ROCKS Newsletter - April 15, 2025

Apr 14, 2025

Connect

What do you hope to get from the CX on the ROCKS Collective?

Grab a 15-minute meeting with Sean Albertson, Founder of the Collective to talk about your needs!

Sean's Calendar

FIND Your Rocks: The First Step to Overcoming Obstacles

by Sean Albertson

The FIND framework helps you identify the hidden obstacles—or "rocks"—blocking your progress across your Customer, Career, Community, and Core life areas. By focusing on where you feel stuck, naming the specific challenges, spotting repeating patterns, and defining their impact, you gain clarity and momentum. It’s a powerful first step toward breaking through barriers and realigning your life and work..... Read the Full Article

Doing CX Right podcast #165

With Stacy Sherman

Most companies react to complaints after the damage is done. The best ones don’t just fix issues—they predict and prevent them. In this episode, you'll hear how AI-driven predictive customer experience helps businesses detect early warning signs, resolve issues before they escalate, and improve CX without waiting for complaints. Learn why traditional metrics fall short, how AI reveals hidden risks, and why automation is reshaping business success. Stop fixing. Start predicting. Because great experiences aren’t reactive—they’re anticipated. Learn more here. Take Stacy's free CX assessment here.... Listen to the Podcast

Upcoming Events!

April 15th 2:00 ET
Monthly Meeting: Getting Executive Buy-In for Customer Experience
With Jeannie Walters

April 23th 2:00 ET
Innovation Foundation: Building a Culture of Experimentation
With Matt Egol

April 24th 12:00 ET
Innovation Foundation: Future Proofing Your CX Career
With Brad Smith

All Upcoming Events

Responses

Join the conversation

t("newsletters.loading")

The Interpretation Tax: Why January Makes CX Feel Harder Than It Should

January pressure does not usually break systems all at once. It raises the interpretation tax, and teams start paying in rework, escalation, and drift. I wrote a new piece on what that looks like in CX, and five moves that reduce drift without slowing the organization down. Read it here: The Interpretation Tax: Why January Makes CX Feel Harder Than ... January does something strange inside...

What 2025 Exposed, and How We'll Navigate 2026 Together

By Sean Albertson 2025 was a tough year for CX. Expectations spiked. Teams were strained. And a lot of us felt like we were navigating whitewater without a paddle. So I wrote an article about what really happened and how the Collective will step up even more in 2026 with coaching, insights, and community support to help you navigate the rapids ahead. CX on the Rocks: What 2025 Exposed, and...

CXotR: The Future of CX Isn't a Metric. It's a Movement

By Sean Albertson CX leaders are learning that NPS and CSAT aren’t enough. The real advantage comes from aligning teams, culture and systems around customer impact. The Future of CX Isn't a Metric. It's a Movement CX leaders are learning that NPS and CSAT aren't enough. The real advantage comes from aligning teams, culture and systems around custome... www.cmswire.com Starting October...