CX Governance with Ai, CX metrics and experience innovation

Welcome to this month’s newsletter! This edition is packed with insights into optimizing customer experience (CX) strategies, tackling governance challenges, and preparing for future trends. Dive into the articles and webinar below to stay ahead in the CX space:

1. Calculating the ROI of Customer Audiences English

Understand how to measure the financial impact of focusing on targeted customer audiences. This article dives into key ROI metrics and provides a framework for assessing audience value effectively.

Read the full article (CustomerThink)

2. Hoe Conversational AI Interne Kennisdeling en Strategische Beslissingen Faciliteert Nederlands

Ontdek hoe conversational AI niet alleen klantinteracties verbetert, maar ook interne kennisdeling en besluitvorming versterkt. Dit artikel biedt waardevolle inzichten voor bedrijven die willen innoveren.

Lees het volledige artikel (Emerce)

3. Waarom Propensity Een Term Is Die Onderdeel Wordt Van Je Strategie Nederlands

Propensity modeling is hot in marketing. Leer hoe deze techniek bedrijven helpt om klantgedrag te voorspellen en marketingbeslissingen te verfijnen. Een inspirerend stuk over de toekomst van datagedreven strategie?n.

Lees het volledige artikel (LinkedIn Pulse)

4. 8 Metrics CX Practitioners Should Track to Measure Success English

Discover the essential metrics that customer experience (CX) practitioners need to monitor for success. This webinar explores actionable strategies to track and improve CX outcomes effectively.

Join the webinar (CX Network)

Presenter: Forethought

5. Unf*ck Your CX Governance: From Graveyard to Great Strategy English

Here’s how it works: endless committees, PowerPoint presentations, and back-to-back meetings where no one actually decides anything. If your CX strategy feels stuck, slow, or uninspired, it’s because governance isn’t enabling you—it’s sabotaging you. The hard truth? Governance isn’t protecting your brand—it’s killing it. This article dives into how to revitalize your CX strategy by tackling governance issues head-on and transforming them into actionable, empowering solutions.

Read the full article (LinkedIn Pulse)

Author: Zack Hamilton ?? ??

6. Will 2025 Be the Year for Immersive CX? English

As technology evolves, immersive customer experiences (CX) are becoming more than just a trend—they’re shaping the future of customer engagement. This article explores the potential for 2025 to be the breakthrough year for immersive CX, highlighting key technologies and strategies that will redefine customer interactions.

Read the full article (CX Network)

Author: CX Network

7. Experimentation Centers of Excellence: A Miro Board Resource English

“I used to think that a Center-of-Excellence was the final program stage. It’s not. It’s a stage that I do recommend going THROUGH.” Ben Labay has created an incredible Miro board compiling interviews and resources on Experimentation Centers of Excellence (CoEs). This ungated resource is packed with valuable insights and tools to help you navigate and optimize this critical stage in your program’s evolution.

Explore the Miro board (Miro)

Curator: Ben Labay

8. Customer Experience Is Being Absorbed—and That’s Okay English In this thought-provoking article, explore how customer experience (CX) is no longer a standalone focus but is becoming integrated into broader business functions. The author argues that this shift is a natural evolution, reflecting the growing importance of CX in every aspect of an organization. Learn why this absorption is not a loss, but an opportunity to embed CX into the core of your business strategy and create seamless, customer-centered operations.

Read the full article (Metrics Sherpa)

Author: Nate Brown

9. Last but not least! Congratulations to all International Customer Experience Awards winners! English

The International CX Awards 2024 was a celebration of innovation and excellence in customer experience. Congratulations to all winners and a heartfelt thank you to our hosts Nienke Bloem CCXP CSP , Ian Golding and Joanna Carr CXAD (dip) , as well as our teams at Awards International and CX Magazine.

Key moments included honoring Bruce Temkin with the Lifetime Achievement Award, exciting partnerships for CXA '25, SaudiCXA, and the launch of Adria CXA.

See all the winners and finalists here (International CX Awards)

We hope these resources inspire new ideas and help you refine your CX strategies. Stay tuned for more insights in next month’s edition!

Best regards,

Tim Thijsse

Customer experience is there, of you like it or not.