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I stayed at a beautiful hotel recently. The first thing that caught my eye? Not the flowers, not the view, not the pretty decorated rooms—nope. A backgammon set. Clearly, they know their audience (even if coincidence) 🙋🏻‍♀️ #Doingcxright #backgammon #hospitality #streamingday

Big brands don’t fail because of bad ideas. They underperform when teams aren’t fully aligned on the experience—end to end. Krispy Kreme & McDonald’s launched big. Results fell short. Many map CX & EX. But partner experience? Still overlooked. Doing CX Right® includes all three

“Hope is not a strategy. Success leaves clues!” I don’t remember who told me this valuable wisdom when starting my entrepreneurial journey, but I love it and see so clearly. Passing along to others who may need to hear it now.

Do you have too many meetings? Are all productive? Here's what successful customer-centric companies do: they start by asking: What are customers saying? What’s broken? Who’s fixing? When & What will we communicate back? #DoingCXRight ensures problems go away, not customers!

Most leaders ask the wrong question about AI. They’re stuck on “What can we automate?" Need to be asking “How do we utilize tech to support people & deliver better experiences?” 🎥Here’s what Doing AI Right™ looks like. More @ hubs.li/Q03nbP510 Nextiva #CX #TheFormula

Just because AI can collect data, doesn’t mean you’re really listening and a customer-centric company. Smart Customer eXperience leaders use AI to solve challenges—not admire the analytics. Are you #DoingCXRight®!?

Launching something new? Talk to your customers first. Not after it’s built—before you even start. Don’t assume you know what matters. Ask. The most costly mistakes happen when teams skip the simplest step: listening. Are you #DoingCXRight? UserTesting #ux #CX

AI is making it harder for new grads to get jobs—5.8% unemployment as companies automate junior roles (The New York Times). My advice? Don’t just job hunt—network. Set up informational interviews. Show what you offer that AI can’t. Because real connection outweighs artificial intelligence

If you care about customer experience but feel disconnected or frustrated, you’re not alone. That’s why we created a space to learn, challenge, and lead together. Join the CX on the Rocks Collective. DM me for details #doingcxright Sean Albertson

AI decisions are being made without asking the most important question: how will this affect the customer experience? Start every AI conversation with the end-user in mind—not the technology. Are you #DoingCXRight?