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The Balanced Beat by Chris Dickhans
The Balanced Beat features real-life anecdotes and observations shaped by experiences as a technology leader and transformational change management executive.
Each post provides a brief, yet meaningful, look into challenges and lessons aiming to spark ongoing dialogue rather than provide exhaustive analysis. By blending strategic wisdom with candid commentary, readers can expect thought-provoking, original viewpoints designed to illuminate the evolving landscape in today's environment.
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Are You Triggering Stress or Anxiety? Inspire Growth Instead!
Quality scores and coaching don’t have to trigger stress or anxiety. They should inspire growth, not fear. That’s where transformation really begins by changing the mindset around QA from a box-to-check (checkbox mentality) into a platform for development, trust, and empowerment that puts agents in the best possible position to win with customers every day. #CustomerExperience In frontline environments where volume is high and expectations are even higher, culture matters mo
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Jan 51 min read
Key Strategic Priorities
CXpert Solutions & Advisors LLC As 2025 draws to a close, I'm wishing everyone a Happy New Year filled with health, prosperity, and meaningful breakthroughs. Here's to stronger partnerships, smarter tech-enabling customer experiences, and scaling solutions that truly make a difference in sales, operations, compliance, and beyond. Grateful for the connections here—let's make 2026 even better! 🎉 #KeyStrategicPriorities #Innovation #SalesLeadership #OperationalExcellence
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Jan 51 min read
Silence the Noise in An Already Crowded Funnel
AI is showing up in sales, but that doesn’t mean it’s showing up effectively. This Forbes piece highlights what I’ve seen firsthand: the...
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Sep 18, 20251 min read
When CX Breaks Down, Operations Are the Missing Link
Too many CX problems get labeled as "people issues." Slow response times. Inconsistent service. But what I keep seeing is something...
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Sep 18, 20251 min read
Chasing Metrics Across Disconnect Platforms
Enterprise leaders are tired of chasing metrics across disconnected platforms. ISG’s latest research confirms a shift: CX software is...
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Sep 17, 20251 min read
Clear Lesson for SaaS Leaders
Okta’s recent results offer a clear lesson for SaaS leaders when growth meets operational discipline. ARR up. Efficiency up. Retention...
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Sep 17, 20251 min read
4 Essentials That Set High-Performing Teams Apart
Great sales leaders do not leave results to chance. They focus on four essentials that set high-performing teams apart. - Vision and...
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Sep 17, 20251 min read
What Gets Measured Gets Automated
“What gets measured gets automated.” That line from Harvard Business Review made me pause and think about what is actually happening...
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Sep 17, 20251 min read
Why Predictive CSAT Visibility is Your Secret to Better CX
Do You Have Predictive #CSAT Visibility? How about an automated #V oiceOfTheCustomer (VOC) Scorecard? If not, what’s holding you back? ...
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Sep 17, 20251 min read
Protecting People's Time While Driving Innovation
Every organization talks about transformation, but the real difference shows up when customer and employee experience are woven into...
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Sep 17, 20251 min read
Creating Interactions that Feel Personal
Every customer experience leader wants to create interactions that feel personal, even as expectations keep shifting. The real progress...
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Sep 17, 20251 min read
Collecting Customer Feedback
Collecting customer feedback is standard practice. What separates true leaders is how they turn that feedback into daily decisions....
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Sep 16, 20251 min read
The Bar for CX has Changed
The bar for CX has changed. Customers expect more than good service. - Fast answers - Personalized journeys - Seamless digital access...
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Sep 16, 20251 min read
It is Time to Be Realistic
AI's Impact on Customer Experience The promise of AI in CX sounds great. The actual implementation is another story. This article...
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Sep 11, 20251 min read
From Blind Spots to Breakthroughs: Elevating CX with Predictive Insights
How about an automated #VoiceOfTheCustomer (VOC) Scorecard? If not, what’s holding you back? Your QA team is working hard. But when...
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Jul 11, 20251 min read
Alignment Drives Results
AI shows up in boardroom conversations, but few organizations are prepared for the real work of integrating it. These three patterns...
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Jul 6, 20251 min read
Elevate Performance
Don't just track, elevate! Enterprise leaders are tired of chasing metrics across disconnected platforms. ISG’s latest research...
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Jul 6, 20251 min read
Buyer's Journey
Too many sales teams rely on playbooks that do not accurately reflect the intricate ways in which buyers make decisions. These playbooks,...
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Jul 6, 20252 min read
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