blog

It’s the time of year when we typically identify 10 or so CX trends we believe will impact customer experience in the year ahead. For years, we’ve pinpointed tactical ways brands can...

It’s increasingly undeniable that brands must be purpose-driven if they’re going to thrive in this competitive landscape. It’s no longer enough just to sell great products or...

Customer support associates have a hard job, and it’s only getting harder as customers’ expectations continue to increase (rightly so, by the way). The turnover rate for contact center...

Nothing frustrates customers more than getting stuck in an endless automation loop when trying to reach customer support. We’ve all been there: yelling “operator” into the phone,...

Customer service associates are the front line of any brand, getting customers the information they need – quickly, easily, empathetically, and in a way that puts smiles on customers’...

With so much happening in a brand’s early days – priorities to set, decisions to make, and logistics to coordinate – customer experience (CX) efforts can easily fall by the...

It might seem counter-intuitive for high-tech companies to outsource a tech-driven aspect of their business like back-office support, but doing so has many advantages.Since back-office work isn...

This time of year, retailers are laser-focused on getting ready for the busy holiday season – but don’t forget to prep for that hectic time of year that will soon follow: returns season...

If your company provides home medical supplies and equipment, you’re likely under a microscope.  There has never been a tougher time to drive metrics. The labor market stinks and most IT...

AI is the flavor of the week in many segments of business, and customer experience (CX) is not spared from both the hype and innovation. Startups face a unique challenge when it comes to embracing...