I’ve been reading a lot about NPS bashing, and its impending death and replacement in 2025 thanks in large part to Gartner predicting more than 75% of organizations would abandon the metric by 2025. But here's the real problem: we're asking a single metric to solve problems that require culture and strategy. As I noted [...]
One of the things that brought me great fulfilment this year was to serve as Chair of the Inclusive CX Committee (formerly the Diversity Advancement Committee) at the CXPA. As my term comes to a close this December, I find myself reflecting on the evolution our thinking has undergone throughout 2025. The name change wasn't [...]
This year, my husband and I traveled to Italy. We wandered through Venice's canals, explored Florence's art and architecture, visited Pisa, and spent time in Rome taking in its ancient streets and iconic landmarks. Like many visitors, we were drawn to the Trevi Fountain, the Spanish Steps, the Leaning Tower—the places that have witnessed centuries [...]
I've spent the better part of two decades helping organisations navigate growth strategies—from Silicon Valley SaaS startups to global financial institutions. And if there's one thing I've learned, it's that the most heated debates in business often miss the most important point entirely. The product-led growth (PLG) vs. customer-led growth (CLG) conversation is no exception. [...]
