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		<title>Liferay Introduces Headless CMS to Modernize Digital Content Management</title>
		<link>https://customerthink.com/liferay-introduces-headless-cms-to-modernize-digital-content-management/</link>
					<comments>https://customerthink.com/liferay-introduces-headless-cms-to-modernize-digital-content-management/#respond</comments>
		
		<dc:creator><![CDATA[News Editor]]></dc:creator>
		<pubDate>Sat, 18 Apr 2026 05:36:15 +0000</pubDate>
				<category><![CDATA[News]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1079148</guid>

					<description><![CDATA[New offering centralizes content, delivers in-context analytics, and enables delivery across channels ]]></description>
		
					<wfw:commentRss>https://customerthink.com/liferay-introduces-headless-cms-to-modernize-digital-content-management/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>Fibr AI Launches Ads-to-Web and LLM-to-Web Personalization to Convert Paid and AI-Referred Traffic</title>
		<link>https://customerthink.com/fibr-ai-launches-ads-to-web-and-llm-to-web-personalization-to-convert-paid-and-ai-referred-traffic/</link>
					<comments>https://customerthink.com/fibr-ai-launches-ads-to-web-and-llm-to-web-personalization-to-convert-paid-and-ai-referred-traffic/#respond</comments>
		
		<dc:creator><![CDATA[News Editor]]></dc:creator>
		<pubDate>Thu, 16 Apr 2026 18:40:31 +0000</pubDate>
				<category><![CDATA[News]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1079104</guid>

					<description><![CDATA[Two new capabilities announced: Ads-to-Web Personalization and LLM-to-Web Personalization]]></description>
		
					<wfw:commentRss>https://customerthink.com/fibr-ai-launches-ads-to-web-and-llm-to-web-personalization-to-convert-paid-and-ai-referred-traffic/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>Testlio Takes On AI Chatbot Risk Before It Reaches Customers</title>
		<link>https://customerthink.com/testlio-takes-on-ai-chatbot-risk-before-it-reaches-customers/</link>
					<comments>https://customerthink.com/testlio-takes-on-ai-chatbot-risk-before-it-reaches-customers/#respond</comments>
		
		<dc:creator><![CDATA[News Editor]]></dc:creator>
		<pubDate>Thu, 16 Apr 2026 18:35:08 +0000</pubDate>
				<category><![CDATA[News]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1079082</guid>

					<description><![CDATA[New Solution Helps Enterprises and Brands Identify Exposure Across Four Critical Risk Domains Before Failures Go Live ]]></description>
		
					<wfw:commentRss>https://customerthink.com/testlio-takes-on-ai-chatbot-risk-before-it-reaches-customers/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>Why Some Companies Win and Others Don’t: The Golden Thread Explained</title>
		<link>https://customerthink.com/why-some-companies-win-and-others-dont-the-golden-thread-explained/</link>
					<comments>https://customerthink.com/why-some-companies-win-and-others-dont-the-golden-thread-explained/#respond</comments>
		
		<dc:creator><![CDATA[Annette Franz]]></dc:creator>
		<pubDate>Tue, 14 Apr 2026 22:35:00 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Employee Engagement]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Voice of Customer]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1078795</guid>

					<description><![CDATA[Some organizations seem to consistently outperform the competition, while others struggle to keep up no matter what they try. The difference isn’t luck, strategy, or resources; it’s the Golden Thread. If you’ve been following my LinkedIn posts over the past several months, you’ve heard me refer to this concept. For those coming in fresh, here’s [&#8230;]]]></description>
		
					<wfw:commentRss>https://customerthink.com/why-some-companies-win-and-others-dont-the-golden-thread-explained/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<item>
		<title>4 B2B Customer Experience Models Built for Revenue and Retention</title>
		<link>https://customerthink.com/4-b2b-customer-experience-models-built-for-revenue-and-retention/</link>
					<comments>https://customerthink.com/4-b2b-customer-experience-models-built-for-revenue-and-retention/#respond</comments>
		
		<dc:creator><![CDATA[Ricardo Saltz Gulko]]></dc:creator>
		<pubDate>Tue, 14 Apr 2026 22:23:33 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Customer Engagement]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Editor's Pick]]></category>
		<category><![CDATA[Performance Metrics]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1078094</guid>

					<description><![CDATA[To move from CX Theatre to a high-performance operating model, organizations must stop measuring what happened and start engineering what happens next.]]></description>
		
					<wfw:commentRss>https://customerthink.com/4-b2b-customer-experience-models-built-for-revenue-and-retention/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>New Validity Research Reveals How AI Integration Is Reshaping Email Marketing Performance</title>
		<link>https://customerthink.com/new-validity-research-reveals-how-ai-integration-is-reshaping-email-marketing-performance/</link>
					<comments>https://customerthink.com/new-validity-research-reveals-how-ai-integration-is-reshaping-email-marketing-performance/#respond</comments>
		
		<dc:creator><![CDATA[News Editor]]></dc:creator>
		<pubDate>Tue, 14 Apr 2026 22:03:52 +0000</pubDate>
				<category><![CDATA[News]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1079027</guid>

					<description><![CDATA[Report reveals how depth of AI integration affects email campaign performance and the efficiency of high-ROI strategies]]></description>
		
					<wfw:commentRss>https://customerthink.com/new-validity-research-reveals-how-ai-integration-is-reshaping-email-marketing-performance/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>Qlik and ServiceNow Partner to Bring Trusted Enterprise Context into AI-Powered Workflows </title>
		<link>https://customerthink.com/qlik-and-servicenow-partner-to-bring-trusted-enterprise-context-into-ai-powered-workflows/</link>
					<comments>https://customerthink.com/qlik-and-servicenow-partner-to-bring-trusted-enterprise-context-into-ai-powered-workflows/#respond</comments>
		
		<dc:creator><![CDATA[News Editor]]></dc:creator>
		<pubDate>Tue, 14 Apr 2026 21:58:46 +0000</pubDate>
				<category><![CDATA[News]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1078974</guid>

					<description><![CDATA[New collaboration helps enterprises connect trusted enterprise context, richer insight, and smarter action across ServiceNow workflows and AI agents ]]></description>
		
					<wfw:commentRss>https://customerthink.com/qlik-and-servicenow-partner-to-bring-trusted-enterprise-context-into-ai-powered-workflows/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>How Sales Leaders Build Pipeline (Without Adding Headcount)</title>
		<link>https://customerthink.com/how-sales-leaders-build-pipeline-without-adding-headcount/</link>
					<comments>https://customerthink.com/how-sales-leaders-build-pipeline-without-adding-headcount/#respond</comments>
		
		<dc:creator><![CDATA[Richard Lane]]></dc:creator>
		<pubDate>Tue, 14 Apr 2026 21:55:21 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Customer Journey]]></category>
		<category><![CDATA[Editor's Pick]]></category>
		<category><![CDATA[Enterprise Technology]]></category>
		<category><![CDATA[Performance Metrics]]></category>
		<category><![CDATA[Sales Performance]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1077973</guid>

					<description><![CDATA[Sales leaders are under increasing pressure to grow pipeline while keeping headcount and cost under control. So how are they doing it?]]></description>
		
					<wfw:commentRss>https://customerthink.com/how-sales-leaders-build-pipeline-without-adding-headcount/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>Stop Wasting Surveys on “Plain Vanilla” Calls: Using AI to Improve CSAT and Agent Evaluation</title>
		<link>https://customerthink.com/stop-wasting-surveys-on-plain-vanilla-calls-using-ai-to-improve-csat-and-agent-evaluation/</link>
					<comments>https://customerthink.com/stop-wasting-surveys-on-plain-vanilla-calls-using-ai-to-improve-csat-and-agent-evaluation/#comments</comments>
		
		<dc:creator><![CDATA[John Goodman]]></dc:creator>
		<pubDate>Sun, 12 Apr 2026 20:30:08 +0000</pubDate>
				<category><![CDATA[Article]]></category>
		<category><![CDATA[Column]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[Customer Analytics]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Editor's Pick]]></category>
		<category><![CDATA[Employee Engagement]]></category>
		<category><![CDATA[Service and Support]]></category>
		<category><![CDATA[Voice of Customer]]></category>
		<category><![CDATA[John Goodman: Proactive VoC for Smarter Service and Fewer Escalations]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1078267</guid>

					<description><![CDATA[Source: Pixabay By using AI to review routine contacts and concentrating surveys and evaluation on truly challenging issues, you can cut cost and fatigue while gaining a fairer, more actionable view of CSAT and agent performance. Now that AI can quickly code the reason for contact and identify dissatisfaction and delight in both digital and [&#8230;]]]></description>
		
					<wfw:commentRss>https://customerthink.com/stop-wasting-surveys-on-plain-vanilla-calls-using-ai-to-improve-csat-and-agent-evaluation/feed/</wfw:commentRss>
			<slash:comments>1</slash:comments>
		
		
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		<title>The unstructured data revolution in CRM – Interview with David Roberts of SugarCRM</title>
		<link>https://customerthink.com/the-unstructured-data-revolution-in-crm-interview-with-david-roberts-of-sugarcrm/</link>
					<comments>https://customerthink.com/the-unstructured-data-revolution-in-crm-interview-with-david-roberts-of-sugarcrm/#respond</comments>
		
		<dc:creator><![CDATA[Adrian Swinscoe]]></dc:creator>
		<pubDate>Sun, 12 Apr 2026 19:16:13 +0000</pubDate>
				<category><![CDATA[Customer Analytics]]></category>
		<category><![CDATA[Enterprise Technology]]></category>
		<category><![CDATA[Interview]]></category>
		<category><![CDATA[Sales Performance]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1078787</guid>

					<description><![CDATA[Podcast Today&#8217;s episode of the Punk CX podcast features a recent chat I had with David Roberts, President and CEO of SugarCRM, the sales CRM platform focused on B2B growth. We talk about why sellers/salespeople don&#8217;t get any value from CRM systems, whether the advent of AI makes things better, whether organisations are taking a [&#8230;]]]></description>
		
					<wfw:commentRss>https://customerthink.com/the-unstructured-data-revolution-in-crm-interview-with-david-roberts-of-sugarcrm/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>The Baseball Dad Lesson That Made Me a Better Sales Coach</title>
		<link>https://customerthink.com/the-baseball-dad-lesson-that-made-me-a-better-sales-coach/</link>
					<comments>https://customerthink.com/the-baseball-dad-lesson-that-made-me-a-better-sales-coach/#respond</comments>
		
		<dc:creator><![CDATA[Dave Kurlan]]></dc:creator>
		<pubDate>Sun, 12 Apr 2026 18:50:19 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Sales Performance]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1078813</guid>

					<description><![CDATA[From Terrified Introvert to Real-Time Sales Coach: How I Actually Built the Skill (It Wasn&#8217;t Magic) Most of us have watched someone &#8212; a kid, a friend, or even ourselves &#8212; pour everything into mastering a skill. For me, that someone was my son chasing excellence as a baseball player. When I say he worked [&#8230;]]]></description>
		
					<wfw:commentRss>https://customerthink.com/the-baseball-dad-lesson-that-made-me-a-better-sales-coach/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<item>
		<title>Generative Engine Optimization: The New Tech Hustle or a CX Reality?</title>
		<link>https://customerthink.com/generative-engine-optimization-the-new-tech-hustle-or-a-cx-reality/</link>
					<comments>https://customerthink.com/generative-engine-optimization-the-new-tech-hustle-or-a-cx-reality/#comments</comments>
		
		<dc:creator><![CDATA[Thomas Wieberneit]]></dc:creator>
		<pubDate>Sun, 12 Apr 2026 18:40:28 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Digital Marketing]]></category>
		<category><![CDATA[Enterprise Technology]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1078800</guid>

					<description><![CDATA[The digital marketing landscape is undergoing a massive tectonic shift. Since the ascent of Google, search engine optimization was the undisputed king of visibility. The industry grew into an eighty-billion-dollar behemoth built entirely on gaming Google search results. Marketers optimized keywords, built backlinks, and structured their websites to appease a single, dominant algorithm. Times are [&#8230;]]]></description>
		
					<wfw:commentRss>https://customerthink.com/generative-engine-optimization-the-new-tech-hustle-or-a-cx-reality/feed/</wfw:commentRss>
			<slash:comments>2</slash:comments>
		
		
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		<item>
		<title>Why Great Organizations Never Stop Learning</title>
		<link>https://customerthink.com/why-great-organizations-never-stop-learning/</link>
					<comments>https://customerthink.com/why-great-organizations-never-stop-learning/#respond</comments>
		
		<dc:creator><![CDATA[Annette Franz]]></dc:creator>
		<pubDate>Sun, 12 Apr 2026 18:32:00 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Employee Engagement]]></category>
		<category><![CDATA[Leadership]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1078796</guid>

					<description><![CDATA[There’s a simple phrase used by Dwayne Pride in the television series NCIS: New Orleans that has always stuck with me: “Learn things.” It’s deceptively simple. Pride uses it as shorthand with his team, to tell them to stay curious, investigate, and understand what’s really happening before they act. Don’t assume. Don’t rush to conclusions. [&#8230;]]]></description>
		
					<wfw:commentRss>https://customerthink.com/why-great-organizations-never-stop-learning/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>2X Names Emily Atkinson Chief Client Officer to Operationalize Its Unified GTM Engine</title>
		<link>https://customerthink.com/2x-names-emily-atkinson-chief-client-officer-to-operationalize-its-unified-gtm-engine/</link>
					<comments>https://customerthink.com/2x-names-emily-atkinson-chief-client-officer-to-operationalize-its-unified-gtm-engine/#respond</comments>
		
		<dc:creator><![CDATA[News Editor]]></dc:creator>
		<pubDate>Sun, 12 Apr 2026 17:56:43 +0000</pubDate>
				<category><![CDATA[News]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1078918</guid>

					<description><![CDATA[Atkinson will lead system-level GTM execution across strategy, execution, technology, and AI — closing the execution gap for B2B organizations ]]></description>
		
					<wfw:commentRss>https://customerthink.com/2x-names-emily-atkinson-chief-client-officer-to-operationalize-its-unified-gtm-engine/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<item>
		<title>Your Best Customers Are Leaving and You Don’t Know Why</title>
		<link>https://customerthink.com/your-best-customers-are-leaving-and-you-dont-know-why/</link>
					<comments>https://customerthink.com/your-best-customers-are-leaving-and-you-dont-know-why/#comments</comments>
		
		<dc:creator><![CDATA[Maurice FitzGerald]]></dc:creator>
		<pubDate>Sun, 12 Apr 2026 17:55:18 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Editor's Pick]]></category>
		<category><![CDATA[Performance Metrics]]></category>
		<category><![CDATA[Voice of Customer]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1077915</guid>

					<description><![CDATA[Start building a model that combines your survey data with your operational data, so you can extend your understanding from respondents to your entire customer base. ]]></description>
		
					<wfw:commentRss>https://customerthink.com/your-best-customers-are-leaving-and-you-dont-know-why/feed/</wfw:commentRss>
			<slash:comments>3</slash:comments>
		
		
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		<title>Building Customer Loyalty in Hyper-Competitive Markets: A Hospitality Investor’s Perspective</title>
		<link>https://customerthink.com/building-customer-loyalty-in-hyper-competitive-markets-a-hospitality-investors-perspective/</link>
					<comments>https://customerthink.com/building-customer-loyalty-in-hyper-competitive-markets-a-hospitality-investors-perspective/#respond</comments>
		
		<dc:creator><![CDATA[Ivan Kraynov]]></dc:creator>
		<pubDate>Fri, 10 Apr 2026 21:14:33 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Customer Engagement]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Customer Strategy]]></category>
		<category><![CDATA[Employee Engagement]]></category>
		<category><![CDATA[Voice of Customer]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1078115</guid>

					<description><![CDATA[Image generated by ImagineArt Entering a market where competition isn’t just intense but cutthroat changes the rules of the game. In the world’s most saturated hospitality markets, some with tens of thousands of restaurants competing for attention, even small mistakes prove costly. These environments, where global giants compete alongside strong local brands, make building a [&#8230;]]]></description>
		
					<wfw:commentRss>https://customerthink.com/building-customer-loyalty-in-hyper-competitive-markets-a-hospitality-investors-perspective/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>Balance Control When Negotiating With Salesforce</title>
		<link>https://customerthink.com/balance-control-when-negotiating-with-salesforce/</link>
					<comments>https://customerthink.com/balance-control-when-negotiating-with-salesforce/#respond</comments>
		
		<dc:creator><![CDATA[Kate Leggett]]></dc:creator>
		<pubDate>Fri, 10 Apr 2026 04:54:00 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Enterprise Technology]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1078810</guid>

					<description><![CDATA[Since the launch of Agentforce in 2024, Salesforce has shifted from a primarily seat-based CRM vendor to an AI-first company. This pivot introduces what we describe as AI gravity: Salesforce increasingly bundles AI, data, and automation capabilities into multicloud deals that tilt negotiating leverage back toward the vendor unless buyers change how they prepare. As [&#8230;]]]></description>
		
					<wfw:commentRss>https://customerthink.com/balance-control-when-negotiating-with-salesforce/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>The Contact Center Is Dead: Long Live the Operations Layer</title>
		<link>https://customerthink.com/the-contact-center-is-dead-long-live-the-operations-layer/</link>
					<comments>https://customerthink.com/the-contact-center-is-dead-long-live-the-operations-layer/#respond</comments>
		
		<dc:creator><![CDATA[Thomas Wieberneit]]></dc:creator>
		<pubDate>Fri, 10 Apr 2026 04:36:57 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[Editor's Pick]]></category>
		<category><![CDATA[Enterprise Technology]]></category>
		<category><![CDATA[Service and Support]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1078801</guid>

					<description><![CDATA[The market is shifting from asking the question "who can capture the ticket best?" to "who can actually resolve the problem fastest?"]]></description>
		
					<wfw:commentRss>https://customerthink.com/the-contact-center-is-dead-long-live-the-operations-layer/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>“Buyability” Isn’t Really New, But It Is Really Important</title>
		<link>https://customerthink.com/buyability-isnt-really-new-but-it-is-really-important/</link>
					<comments>https://customerthink.com/buyability-isnt-really-new-but-it-is-really-important/#respond</comments>
		
		<dc:creator><![CDATA[David Dodd]]></dc:creator>
		<pubDate>Fri, 10 Apr 2026 04:33:00 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Digital Marketing]]></category>
		<category><![CDATA[Editor's Pick]]></category>
		<category><![CDATA[Sales Performance]]></category>
		<category><![CDATA[Voice of Customer]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1078790</guid>

					<description><![CDATA[Research findings strongly suggest that an essential element of Buyability is that business buyers must perceive a prospective vendor’s product or service to be a “safe” choice.]]></description>
		
					<wfw:commentRss>https://customerthink.com/buyability-isnt-really-new-but-it-is-really-important/feed/</wfw:commentRss>
			<slash:comments>0</slash:comments>
		
		
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		<title>Who HR Reports To Says More Than You Think</title>
		<link>https://customerthink.com/who-hr-reports-to-says-more-than-you-think/</link>
					<comments>https://customerthink.com/who-hr-reports-to-says-more-than-you-think/#respond</comments>
		
		<dc:creator><![CDATA[Annette Franz]]></dc:creator>
		<pubDate>Fri, 10 Apr 2026 04:08:00 +0000</pubDate>
				<category><![CDATA[Blog]]></category>
		<category><![CDATA[Employee Engagement]]></category>
		<category><![CDATA[Leadership]]></category>
		<guid isPermaLink="false">https://customerthink.com/?p=1078797</guid>

					<description><![CDATA[I recently poked around LinkedIn job postings – forever curious about what roles are being filled, titles, and requirements. One caught my eye: a VP of People. “Yay!” I thought. “This is the role that should champion culture, employees, and the employee experience.” Then I read the first line of the job description: “People Team, [&#8230;]]]></description>
		
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