Customer Experience

The Ultimate Guide to NPS: Everything You Need to Know

As a growth-focused business leader, you are already invested in tracking plenty of CX metrics....

Ruma Malia

September 11, 2024 | 14 MIN READ

Customer Experience

Sustainability: The CX Frontier That You Need to Win Now

If you are a Gen Z-focused business, you already know that customer experience is the heart of ...

Ruma Malia

September 11, 2024 | 14 MIN READ

Customer Experience

Why Over-Apologizing Is Bad For CX (And What to Fix Instead)

When results came in from the annual customer survey, Richard was shocked. What could be offens...

Ruma Malia

May 21, 2024 | 14 MIN READ

Customer Experience

4 Reasons Why Over-Apologizing at Work Hurts EX

As he mumbled “Sorry” for perhaps the tenth time that day, Glenn wondered where all the apo...

Ruma Malia

May 9, 2024 | 14 MIN READ

Customer Experience

The Busy Manager’s Guide: Resource Management in a Fluid Business Environment

Raise your hand if you have too many resources. Anyone? Exactly. The problem of plenty...

Ruma Malia

August 9, 2024 | 14 MIN READ

Customer Experience

Critical Thinking in The Age of AI: Loss, Risk, and Protecting EX

Operations Manager Pia has three to five tabs of generative AI tools open on her laptop at any ...

Ruma Malia

April 25, 2024 | 14 MIN READ

Customer Experience

The Art of Resource(ful) Management: How to Get More Done with Less

Even as investments in talent and technology resources grow, effective resource management is a...

Ruma Malia

April 25, 2024 | 14 MIN READ

Customer Experience

Critical Thinking: The Skill Gap That’s Hurting CX

For years, Ben's company enjoyed high customer retention. His team regularly received feedback ...

Ruma Malia

February 4, 2025 | 14 MIN READ

Customer Experience

4 Reasons Why Clients Want You to Drive Project Management

Project management consultant Joe was in for a pleasant surprise.  Although they'd recently be...

Ruma Malia

April 1, 2024 | 14 MIN READ

Customer Experience

How to Lose a Client in 10 Days: A Project Manager’s Guide

Ambar was the most diligent project manager at an IT consultancy... until her company deployed ...

Ruma Malia

March 31, 2024 | 14 MIN READ