Leading with CX: An Interview with Tom DeWitt, Founder and Executive Director of the XMGlobal Collaborative

4/14/2026

Customer First Thinking

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1:04:59

Too many companies today still think that improving CX is all about fixing what's broken. But for CX to make a meaningful difference in the health and success of a business, management should strive to make the everyday lives of customers better. That's why the concept of "Helpfulness" should be adopted as a core enterprise operating principle, says CX pioneer Tom DeWitt.

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Leading with CX: An Interview with Tom DeWitt, Founder and Executive Director of the XMGlobal Collaborative
4/14/2026
1:04:59
Too many companies today still think that improving CX is all about fixing what's broken. But for CX to make a meaningful difference in the health and success of a business, management should strive to make the everyday lives of customers better. That's why the concept of "Helpfulness" should be adopted as a core enterprise operating principle, says CX pioneer Tom DeWitt.
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Leading with CX: An Interview with Tom DeWitt, Founder and Executive Director of the XMGlobal Collaborative

Customer First Thinking

More episodes from "Customer First Thinking"

Rethinking the Agency Model: An Interview with Michael Farmer, Chairman and CEO, Farmer & Company

Mastering Agentic AI: An Interview with Martin Kihn, Senior Vice President, Strategy at Salesforce

Designing for Emotion: An Interview with Jean-Pierre Lacroix, Founder and President, Shikatani Lacroix Design

True Loyalty: An Interview with Aaron Dauphinee, Partner, The Wise Marketer Group

The One-to-One Future Is Here (Almost): An Interview with Jim Sterne, President, Target Marketing

Beyond Rewards: An Interview with Zsuzsa Kecsmar, Co-founder and Chief Strategy Officer at Antavo AI Loyalty Cloud.

Leading with CX: An Interview with Tom DeWitt, Founder and Executive Director of the XMGlobal Collaborative

The Loyalty Puzzle: An Interview with Dr. Yuping Liu-Thompkins, Founder, Loyalty Science Lab

Fixing CX: An Interview with Michael Lowenstein, Founding Principal, The Linkage Group

Humanizing the Customer Relationship: An Interview with Christina Garnett, CX Evangelist and "Pocket CCO"