CX On The Rocks

Whether you're a seasoned CX expert or just starting to dive into the world of customer experience, our community offers a platform for sharing knowledge, exploring the latest trends, and driving meaningful change in how brands connect with their customers.

Categories

AI Didn't Scare People. Their First Experience With It Did.

We keep telling people AI is going to change their lives. Make them more productive. Help them work smarter. Open up new opportunities. But for a lot of people, that’s not how they met AI. AI Didn't Scare People. Their First Experience With It Did. We keep telling people AI is going to chang...

Apr 07, 2026

Customer Churn Shows Up When Decisions Lose Their Memory

Most retention programs talk about listening. Many teams already listen well yet churn still rises because the organization does not remember what it learns in a way that shapes decisions. The problem is not signal volume; it is decision memory. The Real Customer Retention Engine Is Your Dec...

Mar 10, 2026

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...

Jan 19, 2026

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 c...

Dec 10, 2025

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 co...

Oct 27, 2025

CXotR: The Real Reason CX Programs Stall: Systems Misalignment

By Sean Albertson Misalignment quietly erodes momentum, turning clear strategies and strong teams into stalled progress and wasted effort. Business Alignment Is the Missing Ingredient in CX Leadership Misalignment quietly erodes momentum, turning clear strategies and strong teams into stalle...

Oct 13, 2025

CXotR: The Ultimate Growth Hack? Ask Your Customers

By Stacy Sherman What if the secret to sustainable growth isn’t a complex algorithm or a viral marketing campaign, but something far simpler? The ultimate growth hack is already within your reach: it’s found in the insights of your existing customers. The Ultimate Growth Hack? Ask Your Custo...

Oct 02, 2025

CXotR: Scaling Operations: The Biggest Mistakes Founders Make (And How to Avoid Them)

By JP Dumas In this episode of Confessions of a CX Executive, I break down the 4 biggest mistakes founders make when scaling operations — mistakes that cost you money, momentum, and team morale. Scaling Operations: The Biggest Mistakes Founders Make (And Ho... You're growing fast - maybe pas...

Sep 15, 2025

CXotR: Why Your Customer Experience Metrics Miss the Boat

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...

Sep 01, 2025

CXotR: Why Customer Experience Is Failing—And How To Do It Right

Doing CX Right Podcast By Stacy Sherman Why Customer Experience Is Failing-And How To Do It Right - wi... Customer Experience (CX) is in every mission statement-yet rarely in practice. Learn what's going wrong behind the scenes and how to chan... doingcxright.com Stacy Sherman and guest ...

Aug 19, 2025

CXotR: 6 Common Cloud Deployment Mistakes

By Skip Picciano 1. Believing it’s easy to migrate 2. Not getting help 3. Overlooking the impact of your network 4. Treating cloud resources like your physical infrastructure 5. Not thoroughly vetting cloud solutions 6. Poor cloud deployment planning Read why each of these are mistakes you may be...

Aug 06, 2025

CXotR: Keeping Customer Support Human In An Automated World

Keeping Customer Support Human In An Automated World - Hosted ... Everyone says "Happy to Help" but few deliver. Learn tactics to build Human-Centered Customer Support and stand out in an AI-driven world doingcxright.com Doing CX Right® podcast with Stacy Sherman In this episode, Stacy S...

Jul 24, 2025

1 2