Post by Metric Sherpa

Name: CX leaders have more authority now. More say over the stack. More influence over the roadmap. More o
Uploaded: 2026-06-19T13:22:18.956Z
Channel: Metric Sherpa
Description: CX leaders have more authority now. More say over the stack. More influence over the roadmap. More ownership of the outcome. That is progress. It is also pressure. Because once CX owns the decision,

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CX leaders have more authority now. More say over the stack. More influence over the roadmap. More ownership of the outcome. That is progress. It is also pressure. Because once CX owns the decision, CX owns the result — the ROI, the alignment, and whether the experience feels distinct or just efficiently forgettable. That is a big theme in Justin Robbins’ latest Call Centre Helper article where he talked with Brian Cantor ahead of #CCWVegas. And it ties directly to Brian's point : when the tools start to look the same, brand humanity becomes the last real edge. Read Justin's full artical ahead of CCW next week: https://lnkd.in/egzj6sDn

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