The CX Files #31 - Zack Hamilton

Learn in this episode:- How to debug root causes of CX problems like the $50 million one Zack found- How to start speaking the language of the C-suite.- The reason NPS is an advocacy metric and why you need a revenue metric instead.- How the friction economy is costing brands millions.- The reality of Agentic CX and why 85 percent of AI strategies fail.Zack Hamilton is the creator of the Experience Performance System and author of the book by the same name. With a background leading retail experience strategy at Medallia and serving as CXO at Aaron’s, Zack specializes in eliminating insight theater and aligning CX to P&L outcomes. He is also the host of the popular podcast Unf*cking Your CX.--Give your customers AI self-service with insanely high accuracy. You get optimal results and save time with VoC and knowledge-based improvement that is done-for-you. Learn more: https://en.helpfeel.com