← Back to all posts

CX on the ROCKS Newsletter - April 21, 2025

Apr 21, 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

Why Mobile App Suck and How to Fix Them

by Jason Ten-Pow

This article explores why mobile apps often fall short across industries, pushing users back to phones and websites. It urges brands to improve app design, simplify navigation, and use customer data for smoother experiences...... Read the Full Article

CX and Culture Connection Podcast #34

With Matt Egol

Neil Hoyne, Chief Strategist at Google, advocates for a radical shift in approaching CX – moving from perfecting generalized processes to cultivating genuine customer relationships by seeing them as unique individuals with stories..... Listen to the Podcast

Upcoming Events!

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

Postponed New date coming soon
Innovation Foundation: Future Proofing Your CX Career
With Brad Smith

May 1st 4:00 ET
Innovation Foundation: How to Shortlist the Best CX Vendor
With Skip Picciano

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...