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Delivering a frictionless customer experience (CX) is one of the first things a growing company needs to master if it’s going to thrive over the long term. There are so many competing...
As the new year approaches, financial services companies should be thinking about what they want to do differently and better in 2024 to improve their customer experience (CX).Making your customer...
Blink and 2023 is gone. Before you ask: “How did that happen?” think about what happened: The past year whipped up waves of optimism in the world of customer experience. Those with...
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...