I know, I know, we kinda went radio silent on you. It isn't you, it's us.
Over the past year, many of you have followed along, received updates, and occasionally joined sessions. More than 260 leaders and practitioners officially stepped into the Collective. Many others have joined events and received our newsletters and emails.
We've talked to many of you and have done so soul searching ourselves. We know that our content can be better and we can create more value for you...but to do it, things have to change.
We are working on our new strategy, our enhanced content, and our branding to focus on more valuable tools that will help you navigate the changing landscape of CX in the age of AI.
Look for more to come in the next several weeks on the new direction we are taking.
Sean Albertson, Founder
CX on the Rocks Collective
Articles
Why Emotional Loyalty Beats AI-Powered CX
Every CX conference these days is buzzing with AI, but when speed and scale become commodities, what's left to compete on? The answer is recognition. The kind of recognition that makes a customer feel like a real person, not a processed ticket. The leaders who win the next decade won't be the ones who automated the most, but the ones who invested in the human moments AI can't replicate.
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The AI Reckoning
AI is cutting costs and flattening organizations at the same time, and most companies aren't thinking about what happens when those two trends collide. The efficiency gains driving today's layoffs are built on a subsidy that won't last, and that the management layer being stripped away is exactly what organizations will need when the economics shift. It's a timely warning for any leader who thinks leaner automatically means stronger.
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