by Martin Henley | Aug 18, 2026 | Business, Customer Centricity, Customer churn, Customer Experience, Customer Strategy, CX, CX Leadership, CX Model, KPI's
When Measuring Customer Experience Makes It Worse – Prof Hany Mokhtar In this CX-Ed Chat, Martin Henley and Professor Hany Mokhtar explore the hard truth about customer experience measurement: too many organisations are measuring what is easy to report, rather...
by Martin Henley | May 26, 2026 | Customer Centricity, Customer churn, Customer Experience, Customer Strategy, CX, CX Leadership, KPI's
Stop Faking It, Fix Your CX KPI’s Now! – Prof. Hany Mokhtar In CX Chat 012, Martin Henley reunites with Professor Hany Mokhtar, the CX Master , to explore why CX KPIs alone will never create a customer-centric organisation. To make customer experience last...
