Un-f*ck your customer experience today

"CX governance is like the 90s calling—they want their committee back."

As the SVP, Head of Growth Strategy & Enablement at ParcelLab, Zach Hamilton has a no-BS approach to CX, and he’s here to challenge everything we thought we knew about the field.

Why you should listen:

The CX bubble is popping – Why traditional CX, centered around surveys and reports, is failing—and how to fix it.

CXOs are losing influence – Many customer experience leaders are stuck in an operational rut. Zach shares how to shift from “survey king” to a true business leader.

Customer experience is strategy, not a department – The best brands don’t silo CX—they make it the business model.

The metric that actually matters – NPS is outdated. Zach shares what the real north star for customer experience should be.

Governance committees are slowing you down – Why old-school CX governance structures kill agility and what to do instead.

Zach also shares his thoughts on how retailers can win in the post-purchase experience, why companies need to rethink how they organize around customer journeys, and the lessons he’s learned from challenging industry norms (and ruffling a few feathers along the way).

Tune in now and take your CX from broken to brilliant.

Spotify | YouTube