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CX on the ROCKS Newsletter - April 9, 2025

Apr 10, 2025

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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

The Evolution or Destruction of CX

by Sean Albertson

In today’s data-driven world, traditional customer experience roles are fading, surveys are declining, and IT is stepping in as the unexpected new owner of CX. But without understanding the human side, this shift risks failing.... Read the Full Article

5 Must-Have Elements for Customer Journey Maps

With Dave Seaton

A well-built journey map aligns teams around customer needs, captures executive attention, and sets the stage for meaningful change. It helps focus limited resources where they’ll have the greatest impact on both customer experience and business goals. Explore the 5 essential elements every map needs to deliver real value.... Read the Full Article

Upcoming Events!

April 10th 4:00 ET
Collective Intro: Join us to learn more about the program and platform!
With Sean Albertson

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

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

All Upcoming Events

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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...