THOUGHT LEADERSHIP
THE VALORICE PAPERS
THE VALORICE PAPERS · EDITION 05 · 2026
By Valérie Vanderheyden
Founder & CX Lead, VALORICE SRL
The contact centre is not a cost centre. It is the cockpit where retention is won or lost — and three conditions decide whether you can actually fly it.
Drawing on primary research from Qualtrics, Gartner, Forrester, McKinsey and Camunda.
THE VALORICE PAPERS · EDITION 04 · 2026
By Valérie Vanderheyden
Founder & CX Lead, VALORICE SRL
Agents lose about nine minutes a call to work that never touches the customer. Why contact centres automated the wrong end of the job, and how to fix it.
Drawing on primary research from Qualtrics, Gartner, Forrester, McKinsey and Camunda.
THE VALORICE PAPERS · EDITION 03 · 2026
By Valérie Vanderheyden
Founder & CX Lead, VALORICE SRL
Turn your entire customer database into segmented, living AI personas — a decision sandbox where you test any change to price, product, message, packaging, service or channel before a single euro is exposed to it.
Drawing on primary research from Bain & Company, Unilever, Harvard Business Review, Camunda, Qualtrics, and peer-reviewed replication studies (arXiv).
THE VALORICE PAPERS · EDITION 02 · 2026
By Valérie Vanderheyden
Founder & CX Lead, VALORICE SRL
The 70% of AI value that lives in your workforce — and why embedding AI in how your people work, decide, and lead is the only version of CX transformation that pays back.
Drawing on primary research from BCG, McKinsey, Qualtrics, Gartner, Forrester, MIT Sloan, and Bain & Company.
THE VALORICE PAPERS · EDITION 01 · 2026
By Valérie Vanderheyden
Founder & CX Lead, VALORICE SRL
A 2026 standpoint on customer experience — from listening systems to friction removal, from journey maps to governance, from sentiment scores to evidence-led commercial value.
Drawing on primary research from Qualtrics XM Institute, Medallia, Tucker & Co., Gartner, and CXPA Leaders Advance Toronto 2026.
FROM LINKEDIN
RESHARED · JUN 2026
Tracking 50 CEOs across two days of board-level conversation, CX barely surfaced against revenue, AI, margins and risk. The gap isn't about caring — it's about how CX is framed in growth language.
POST · MAY 2026
Three days at CXPA Leaders Advance in Toronto: the most effective CX leaders aren't talking NPS. They're talking revenue, retention and risk — with the 4X lens (Customer, Employee, Product, Brand) as the new operating system.
RESHARED · MAY 2026
Customers don't benchmark you against your competitors — they benchmark you against their best experience anywhere. The most valuable CX insights live outside your own ecosystem.
RESHARED · MAY 2026
AI only matters when the underlying CX architecture is sound. It's a multiplier, not a starting point — lowering the cost of action rather than getting layered on top of broken models.
POST · APR 2026
In the race to automate and scale, empathy is slipping. Customers don't just want fast answers — they want to feel understood. The future of CX isn't AI versus humans; it's AI that amplifies humanity.
RESHARED · MAR 2026
A CX Lead and a woman in consulting doesn't land there by chance. Fighting for a seat, a voice, and the right to define what expertise looks like when you lead differently — progress rarely happens quietly.
RESHARED · MAR 2026
Empathy stays a word on paper unless it turns into ownership, judgment and permission to look beyond the standard flow. That's where true customer excellence emerges.
RESHARED · MAR 2026
CXPA's flagship leadership event — where senior CX leaders exchange the operating models, governance and measurement practices that actually move the P&L.