Articles posted by "Cindi Hazel"
The Due Diligence Few Do in M&A — And What It Costs
Most M&A due diligence is a financial exercise. Auditors go through the books. Lawyers review contracts. Risk teams look at liabilities. By the [...]Read more
What Nobody Tells You Before Your AI Rollout
The question worth asking before any AI initiative isn't "what can this technology do." It's "what are our people - customers and employees both [...]Read more
CX Isn’t a Cost Center. Here’s How to Prove It.
Customer churn is expensive in a way most companies dramatically underestimate. The commonly cited cost of acquiring a new customer is somewhere [...]Read more
The Real Reason Your AI Investment Isn’t Paying Off
I keep having the same conversation. A company has spent real money on AI — a new platform, an automation layer, a suite of tools that were [...]Read more
Your Employees Aren’t Resisting AI. They’re Telling You Something.
The COO called me after their AI rollout had stalled. Three months in, adoption was low, workarounds were everywhere, and the team that was [...]Read more
You Think You’re Delivering a Great Experience. Your Customers Disagree.
Every CEO I’ve ever worked with genuinely believes they’re delivering something good. Most of them would personally be happy with the service [...]Read more
Predictive Analytics for Experience-Driven Growth
Predictive analytics is no longer just a finance or ops tool—it’s a customer experience powerhouse. This post unpacks how using past behaviors to [...]Read more
Workflow Optimization Is the CX Strategy No One Talks About
Your front-end CX is only as good as your backend workflow. This post explores how streamlined internal processes drive better customer outcomes.Read more
Partner Experience: The Overlooked Growth Engine
Most CX strategies stop at the customer. But what about the people who sell, support, or integrate your product? This post explores why partner [...]Read more
Predictive CX: Using Data Science to Shape the Future of Experience
Predictive analytics can forecast churn, satisfaction, and opportunity. This post shows how to turn customer data into forward-looking action.Read more