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Interview2 Mar 2026 · 1 min read

The Strategic CX Question Most Brands Cannot Answer

Want to dive into strategic CX? Colin Shaw, Founder & CEO of Beyond Philosophy explains how to unlock digital transformation in CX.

Rob Wilkinson

Why are companies spending millions on AI and digital transformation when customer satisfaction scores haven't moved in 35 years?

In this eye-opening interview, Colin Shaw, Founder & CEO of Beyond Philosophy, exposes the uncomfortable truth hiding in most boardrooms: leadership teams simply cannot agree on the specific experience they are trying to deliver.

Join us as we dive into:

  • The Strategy Gap: Why "shiny object syndrome" is distracting leaders from the real work.
  • The Hidden Cost: How undefined strategies force "emotional labor" on your frontline staff.
  • The AI Threat: Why AI agents will disintermediate brands that fail to build genuine emotional connections.

If you want to move beyond the buzzwords and define a CX strategy that actually delivers, this conversation is a must-watch.

For more insights & thought-leadership on the world of customer experience, follow CX Today on LinkedIn!

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