CX Compass Book No. 2
A series on CX leadership
CX partnerships don’t grow wild — they’re cultivated, watered, and sometimes even weeded. Treat a provider like a vendor, and all you’ll harvest are invoices and headaches.
CX partnerships don’t grow wild — they’re cultivated, watered, and sometimes even weeded. Treat a provider like a vendor, and all you’ll harvest are invoices and headaches. Treat them like a true partner, and suddenly you’re cultivating loyalty, resilience, and growth that lasts season after season.
This book is your gardener’s guide to making CX outsourcing actually flourish. From choosing the right seed of intent, to courtship that tests the soil, to pruning governance and fertilizing with technology, it shows how to turn outsourcing from a transactional patch of ground into a thriving, transformational garden that keeps producing value year after year.
The ones who thrive know their soil, pick their seeds with intent, and tend the garden through every season. This guide gives you that playbook — witty truths, cautionary tales, and practical steps — so your CX partnerships don’t just survive, they flourish.
Five chapters of practical guidance for getting outcomes — not just hours — out of your CX partnership.
Choosing the right provider for cost, scale, transformation, or tech leverage.
Avoiding glossy pitches and finding true soil-to-seed fit.
Moving beyond activity metrics to outcomes & shared risk.
How onboarding makes or breaks the relationship.
Using the right tools as fertilizer, not shelfware.
Keeping partnerships alive season after season.
Tired of vanity scorecards that don’t improve customer experience.
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