Stay up to date with the latest customer experience thought leadership from our members
The Experience Paradox: Why Better Satisfaction Scores Don't Always Mean Growth
Customer satisfaction scores are rising across industries, yet market share continues to shift dramatically between competitors. Banking NPS scores have climbed steadily for five years, but challenger brands keep attracting customers at unprecedented rates. Retailers boast record satisfaction levels while watching revenue decline.
This paradox suggests we're measuring the wrong thing. What if the relentless pursuit of satisfaction scores is actually blinding companies to what creates sustainable growth, and how can shifting focus to measure experience strategically drive growth?
Member Spotlight: Tammy Benevento (Pinkerton)
From the fast-paced automotive industry in South Africa to leading CX Journey Management & strategy across Europe, Tammy Benevento (Pinkerton) has built a career grounded in resilience, collaboration, and a deep passion for CX. She has navigated complex corporate structures, challenged gender stereotypes, and embraced international opportunities – all while staying true to her values.
In this inspiring conversation, she shares her journey, the challenges she’s overcome, and why women rising together is the future of inclusive leadership.
Beyond NPS: Reimagining Customer Connection in the Age of AI
Have you ever felt that awkward disconnect after yet another customer satisfaction survey ends up in your inbox, asking the same predictable questions, rarely reflecting the nuance of your real experience?
Many of us know this feeling – both as customers and as passionate professionals dedicated to building genuinely meaningful connections. What if we could break free from stale feedback loops and redefine the way we listen, understand, and respond to customers?
Member Spotlight: Lara Husselbee
“Pride to me is both a celebration and a protest. It's a time to honour the joy, resilience, and dazzling brilliance of our LGBTQIA+ communities - but also to remember that we're still pushing against systems that don't see us, protect us or want to take our rights away.”
Celebrating Pride and championing the importance of diversity, equity, and inclusion year-round, we spoke to Lara Husselbee, Head of Learning Experience and Research at Macquarie Group, about what it means to lead with courage and compassion. From challenging the status quo to lifting others up, Lara shares how she lives her values every day—and how being part of Women in CX has given her a genuine sense of belonging, connection, and space to show up as her whole self.
‘What Happens When Brands Forget Their Values? A Customer Perspective’ by Beth Karawan
Picture this: Your brand takes a stand, then backs away when the wind changes. Who’s really paying attention?
In 2025, the answer is: everyone.
Inclusion isn’t just a marketing buzzword. When brands go silent on their values, customers notice and take their business elsewhere.
And rebuilding brand trust after a misstep can take years—if it happens at all.
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