CXotR: Why Your Customer Experience Metrics Miss the Boat

Sep 01, 2025

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By Sean Albertson

It's time to shift focus from vanity scores to momentum, trust and organizational coherence..... Read the Full Article Here

Upcoming Events!

Alignment on the Rocks Book Launch

With Sean Albertson

Wednesday, September 3rd @ 11:00 & 5:00 ET

Join author and speaker Sean Albertson for a live, 30-minute experience celebrating the release of his new book, Alignment on the ROCKS.

The Solution Series: Culture & Strategy

With Tamar Cohen, JP Dumas, & Matt Egol

Thursday, September 9th @ 12:00 ET

Join us for this week's installment of the Solution Series—an interactive and thought-provoking session designed for professionals navigating similar challenges in the evolving customer experience (CX) landscape.

If You’re So Easy to Do Business With…Why Is Your Hold Music Still from 2008? By JP Dumas

If so, let’s talk about something uncomfortable: You’re not as easy to do business with as you think...... Read the Full Article

Waymo’s Recall and Newark Airport’s Shutdown Reveal a CX Lesson No Industry Can Ignore By Stacy Sherman

It doesn’t matter your industry, when your systems fail, your customer experience is on the line. Two recent high-profile failures make that lesson crystal clear.... Read the Full Article

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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...