Link to the assessment: www.checkagent.ai // Many companies still treat AI adoption as a tech project. Buy the tool, run a pilot, launch a demo… and then wonder why nothing changes for customers.

LinkedIn version of the content here.

Many leaders say they want to be customer-centric. But when it comes to execution, that ambition stalls.

Why?

Because…

⚠️ They're afraid to touch what already “works.”

⚠️ They're hesitant to bet on CX-driven operationsover familiar revenue streams.

That is why I´ve addressed 13 myths regarding Customer Experience that can ease the perception of risk involved in related decisions.

Listen to this closing episode and refresh all of them.

Enjoy, share, like.

We're back with Season 4 after the summer break. Enjoy!

Link to the extended Linkedin newsletter edition.

We outsource our surveys. The agency handles it."

That’s not just a bad user experience. It’s a missed strategic opportunity.

Listen, share, comment.

Link to the newsletter edition with market and execution illustrations.

“Why should we care about Google reviews? We’re notin hospitality.” I’ve heard this manytimes — from financial institutions, telcos, even healthcare providers. And yet, walk into your nearest bank branch on Google Maps, and what do you see?

🌟 Star ratings.

💬 Customer comments.

 Today, customers rate everything. Whether they’re visiting a dentist, buying insurance, or walking into a bank branch —they expect transparency, fairness, and good treatment.

Link to the LinkedIn newsletter.

Personalization attempts are mainstream, and the companies I work with aren’t ignoring it.

But most boards still think personalization means inserting a name in the subject line, like: “Hi Anna, here's your newsletter!”

🤔 Is that all there is to it? Or is there a deeper level that moves the needle?

Let’s go beyond the basics.

Enjoy, share, like, subscribe!

It’s time to rethink who really holds power in shaping CX

Link to the LinkedIn newsletter edition.

Enjoy, share, like, subscribe.

LinkedIn newsletter edition.

ABOUT: This is a classic corporate blind spot. As soon as company leaders step into their HQ, they disconnect fromreality—assuming that customer loyalty can withstand poor experiences simply because they have a strong brand or existing customer base.

However, one negative experience can outweigh years of goodwill.

Let´s break it down in this episode.

Enjoy, like, share, subscribe.

Link to the LinkedIn newsletter.

--------------------------

You’d be surprised how many large, powerful organizations still don’t have basic complaint management in place. Even among those that do, leaders often fail to see the bigger picture, either because they’ve grown accustomed to complaints or they dismiss them as "Business as usual."

If there's no spike in the period-over-period graphs, they assume everything is fine.

But is it?

LinkedIn newsletter version here.

As a result of analysis paralysis or feature-driven obsession, leaders struggle to decide which features to keep, add, or remove. This leads to bloated products and services that overwhelm users rather than enhance their experience.Let´s break down the result of this and how to tackle this myth.

Enjoy, subscribe, share.

Subscribe to the newsletter too- there are almost 400 of us already!

Today, about an also a common myth: "Speed alone in CX drives NPS, TRIM and/or loyalty".

Let’s break it down.

Enjoy. Subscribe. Share.