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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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Creating Space for Real Progress
I’ve seen strong teams lose momentum because of how the work is structured. Manual tasks like pulling reports or chasing updates take...
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Sep 181 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 181 min read


Why Confidence, Not Urgency, Fuels Sales Success
#SalesLeadership #PerformanceCoaching #TeamCulture
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Sep 181 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 171 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 171 min read


AI Has Rewritten the Rules for SaaS Sales
AI has already rewritten the rules for SaaS sales. The latest insights from SaaStr and Perplexity show that speed, expertise, and...
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Sep 171 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 171 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 171 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 171 min read


What is Your Superpower?
My favorite saying: "Uncompromising transparency is my strategic advantage." People value honesty, trust, and clear communication...above...
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Sep 171 min read


Transforming Sales Leadership
Sales leadership has changed dramatically. Buyers now complete most of their research before they even speak with sales. When sales teams...
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Sep 171 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 171 min read


AI - From Hype to Help
AI agents are starting to show up in real workflows, but results still depend on having the right foundation. High-performing teams focus...
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Sep 171 min read


Critical Competencies of Effective Sales Leaders
When a team struggles, the root cause usually lives in one of six places. The same holds true when they succeed. 🔹 Talent Acquisition 🔹...
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Sep 171 min read


What is a "Me Too" Gauge?
Many teams are handed strategies that look impressive but lack relevance to the real business environment. They check boxes, follow...
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Sep 171 min read


Moving Beyond AI Hype
AI is reshaping how work gets done. The real test is how leaders embed AI into everyday decisions and operations. Success requires more...
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Sep 161 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 161 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 161 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 111 min read


What Happens When Every Omni-Channel Interaction is Analyzed?
Will Automated, Data-Driven Coaching and Training Redefine the Contact Center Forever? The Future of Contact Center Coaching and Training...
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Jul 213 min read
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