Biographical Information

Articles for Liz Miller

In Memory of an Apostrophe: Is the Customer’s Experience Gone Forever?

It's time to remember who actually owns the experiences customers have with you.

When Did Customer Success Stop Being Successful?

Cracking a mystery of modern revenue optimization.

In a World of AI Co-Pilots, Who’s Ready to Fly the CX Plane?

The question of pilot (i.e., human) readiness has entered the AI picture.

When It Comes to CX, HR Is MIA, and It’s Not Their Fault

Don't overlook what human resources can bring to the table.

Where Can Marketing Technology Grow From Here?

There are 11,000 reasons to rethink that answer.

ChatGPT: Looking Beyond the Hype

Companies need to start asking and answering questions now about their plans for AI

CX and the Need to Nix the Metaphor of War

When we stop thinking of customers as enemies to be ‘targeted', collaborative possibilities arise.

The Metaverse Won’t Be as Forgiving as Web 2.0

Customer experience leaders need to figure out their place in the metaverse economy.