Confessions of a CX Executive, Episode 02

In this episode of Confessions of a CX Executive, JP Dumas joins Sean Albertson and members of the CX on the ROCKS Collective for a live Experience Exchange focused on customer retention, churn prevention, and operational accountability.

CX on the ROCKS Collective is a professional community created to help leaders navigate the growing complexity surrounding customer experience, transformation, leadership, and AI.

Through collaborative discussions, workshops, and operator-led conversations, the community brings together CX professionals, consultants, and business leaders to explore real-world business challenges, uncover operational blind spots, and share practical strategies that drive stronger customer and business outcomes.

These questions & more are answered in this special ‘webinar’ episode:

* Why is retention often overlooked (in favor of sales and marketing), despite being one of the most profitable growth levers in business?

* How does replacing lost customers cost businesses 5–25x more than retaining them?

* How can a 5% increase in retention drive 25–95% profit growth across organizations?

* Why do dashboards fail to prevent churn?

PLUS:

* Preview JP’s practical retention framework using churn signals, ownership, business rules, and measurable 30-day operational reviews

* A collective discussion exploring pricing pressure, loyalty breakdowns, customer frustration, service failures, and rigid corporate policy decisions across industriesLearn more about CX on the Rocks Collective:

* Website: https://www.cxontherocks.com

* LinkedIn: https://www.linkedin.com/company/cxontherocks***********************************About Confessions of a CX Executive: Hosted by JP Dumas, this is where real talk meets real results. Through unfiltered conversations with CX and business leaders, the channel explores customer retention, operational execution, revenue growth, leadership, and the pressure behind performance. Part growth playbook, part leadership confessional, Confessions of a CX Executive dives into the decisions, mistakes, friction points, and business challenges that never show up on dashboards, quarterly reports, or conference stages.

* Subscribe to Confessions of a CX Executive video series on YouTube: https://www.youtube.com/@confessionsofacxexecutive

* Follow Confessions of a CX Executive account on Facebook: https://www.facebook.com/Confessionsofacxexec/

Connect with JP Dumas:

* LinkedIn: https://www.linkedin.com/in/jpdumas1/

* Book a discovery call: https://calendly.com/jpdumas23/30-minute-discovery-call-meeting?month=2026-05

Learn more about CX & Growth Strategies:

* Website: https://www.cxgrowthstrategies.com/

* LinkedIn: https://www.linkedin.com/company/cx-growth-strategies-llc