Why I Call Myself a CX-Sherpa If you’ve come across my profile or spoken with me in a workshop, you might have noticed that I sometimes refer to myself as a CX-Sherpa. It’s a term that raises eyebrows, invites questions, and, perhaps most importantly, reflects how I see my role in the customer experience profession. So why the Sherpa analogy? Let’s start with what a Sherpa really does. In the Himalayas, Sherpas are not just porters or guides. They are enablers. They help climbers navigate treacherous paths, carry the load, and make it possible for others to reach the summit, sometimes without seeking the summit themselves. They understand the terrain, they know where the dangers lie, and they possess a deep respect for the environment they move through. That’s exactly how I see my role in customer experience. CX is often spoken about in terms of tools, metrics, journeys, and frameworks. And while all of those are useful, the real challenge is implementation. It’s not about knowing what the summit looks like, it’s about finding a route to get there in your particular organisation, with your people, your politics, your limitations, and your opportunities. My job is not to be the hero of the story. It’s to support your ascent. I bring experience, guidance, and sometimes a firm nudge in the right direction. I’ve seen the weather turn unexpectedly. I know which shortcuts lead to dead ends. And I know the strength it takes to lead a team towards customer-centric transformation. Calling myself a CX-Sherpa also helps break the mould of the “guru” or “thought leader” trope. I have little interest in sitting on a mountaintop dispensing wisdom. I’d rather be walking beside you, muddy boots and all, solving real challenges on the ground. Transformation doesn’t happen in ivory towers, it happens in meeting rooms, on shop floors, in call centres, and around boardroom tables where tensions run high and decisions get made. It’s also worth acknowledging that not every journey ends at the summit. Some organisations aren’t ready to go all the way, and that’s alright. Part of the Sherpa's role is to help leaders see clearly where they are, define what progress looks like for them, and help their teams move forward with confidence and purpose. So, when I use the term CX-Sherpa, it’s not branding. It’s a mindset. It reminds me that the work we do is often difficult. It requires humility, patience, resilience, and adaptability. It demands not only expertise but empathy. And above all, it requires us to walk the talk alongside those we’re helping. After all, the summit isn’t the only thing that matters. It’s the journey that changes people.

☀️ Summer School Special 📍 Customer Experience Management — 18–19 Aug 📍 Customer Journey Mapping (UXpressia) — 25–26 Aug Live on Zoom. CHF 350 each, or both for CHF 600. Bundle? Email or DM me. Single course below 👇 👉 cx-excellence.com/summerscho… #CX #CustomerExperience

Two mornings. Two CX skills. One quiet August window to actually invest in yourself. 📍 Customer Experience Management — 18–19 Aug 📍 Customer Journey Mapping (UXpressia) — 25–26 Aug Live on Zoom, CHF 350 each, spaces limited. 👉 cx-excellence.com/summerscho… #CX #UXpressia

Time Out: How Much Should the Front Line Have to Take? open.substack.com/pub/cxexce…

☀️ Summer School Special Two mornings, live on Zoom, upskill without losing your holiday afternoons. 📍 Customer Experience Management — 18–19 Aug 📍 Customer Journey Mapping (UXpressia) — 25–26 Aug CHF 350 each. 👉 cx-excellence.com/summerscho… #CX #CustomerExperience #UXpressia

You measure customer feedback. Can you name a decision it changed? Feedback collected but never acted on is a reporting exercise, not a programme. The Voice of Customer Programme Review tests whether you close the loop. #VoiceOfCustomer

A complaint is a customer giving you one more chance. Handling it is recovery. Finding why it happened, and stopping it, is the job most operations skip. The Complaint and Service Recovery Review covers both. #CX

Your service team is busier than ever. That is not the same as getting better. Effort you can see. Maturity has to be measured. The Customer Service Maturity Assessment shows the gap to target. #CX

Less noise, more substance. I am taking my CX thinking to Substack with a new weekly newsletter -- Beyond the Transaction. Strategic perspectives on customer experience for leaders who are serious about it.

Customer experience is shaped in moments of communication. Join me for this one-day virtual workshop on April 14th.

First response matters. Fast + empathetic + clear = calmer, more loyal customers. Learn how to get it right: wix.to/XPVCGkm #CX #CustomerService #SupportTips

Check out my latest article: More Can Be Achieved Together Than Alone linkedin.com/pulse/more-can-… via @LinkedIn

Exceeding customer expectations sounds like the ultimate goal, but it’s not without its challenges. Consider the story of a car dealership that decided to offer something special for customers bringing in their cars for a morning service — a generous breakfast buffet. It was nev

One of the most rewarding aspects of working with training providers and academic organisations is seeing how quickly learners connect with Customer Experience concepts. When CX is woven into leadership or strategy programmes, participants start recognising customer impact in th

Check out my latest article: When you’re right, stand firm, with respect and confidence linkedin.com/pulse/when-your… via @LinkedIn

Check out my latest article: Why Is NPS So Hard to Kill Off? linkedin.com/pulse/why-nps-s… via @LinkedIn

Data Rich, Action Poor: Is Your VoC Programme Just Performative Listening? We’ve all seen the flashy dashboards with real-time NPS scores, colourful CSAT trends, and word clouds. Leaders point and say: “See? We listen to our customers.” But are we really listening, or just monitoring? Many VoC programmes collect oceans of feedback, yet struggle to act on it. Insight piles up, but action stalls. The result? Frustrated teams. Disillusioned customers. Missed opportunities. Here’s the uncomfortable truth: If your VoC programme produces more reports than resolutions, more debate than decisions, more dashboard views than customer relief… it’s time for a reset. What’s missing? 🔹 Clear governance 🔹 Mandatory action loops (operational, tactical, strategic) 🔹 Ruthless prioritisation 🔹 Impact measurement 🔹 Transparent communication Voice of the Customer shouldn’t be a performance. It should be a commitment. Are you collecting data for data’s sake, or building an engine that turns insight into action? -------------------------------------------------- We tackle this head-on in our CX Management course by going beyond theory and showing participants how to build VoC programmes that actually drive change. We focus on governance, action loops, and prioritisation frameworks, equipping professionals with practical tools to turn customer feedback into tangible improvements, not just prettier dashboards. #CX #VoiceOfCustomer #CustomerCentricity #CXStrategy #CustomerExperience #VoC

🇨🇭 734 years of Switzerland: a celebration of tradition with innovation. As we mark Swiss National Day, I’m reminded how Switzerland, small in size, yet rich in diversity, has maintained its identity through a powerful blend of deep-rooted tradition and forward-thinking innovation. Since 1291, the Swiss Confederation has evolved from a defensive alliance into a global benchmark for democracy, quality, precision, and neutrality. It’s a country that proudly upholds its federal structure, local cultures, and four national languages, while also pioneering in finance, technology, healthcare, and education. This balance is not just a national trait; it’s a strategic mindset that organisations can learn from, especially when it comes to Customer Experience (CX). In CX, we often talk about transformation. But meaningful transformation doesn’t mean discarding what works. It means building on what matters, your values, your purpose, your promise to customers, and making that relevant in a changing world. 🇨🇭 Tradition anchors your CX strategy in authenticity. 🇨🇭 Innovation ensures your customers stay with you into the future. The best CX programmes I’ve seen are those that respect the legacy of a brand while adapting customer journeys to match expectations that never stop shifting. So, on this 1st of August, I raise a glass (probably of Mont-Sur-Rolle) not just to Switzerland, but to the organisations that understand this balance, and apply it. May your CX be as resilient, trusted, and quietly excellent as the country we celebrate tomorrow. #SwissNationalDay #CustomerExperience #TraditionAndInnovation #CXStrategy #Switzerland #1August #CXExcellence