Here’s why you should use AI in customer experience, the benefits of artificial intelligence in…
Celebrate CX Day with 17 creative ideas! From employee recognition to customer engagement strategies, enhance…
What is customer retention — the metrics, and the benefits? Learn why understanding customer retention…
What is the difference between customer experience and customer success? We break down the differences …
Thanks to customer journey orchestration, our understanding and management of customer journeys has improved significantly. As…
What is CSAT, and how is a CSAT score calculated? We explore how customer service…
Whether you’re in customer service, digital, marketing, sales, or customer experience (CX), gathering customer feedback…
No two digital experiences are the same on websites and apps. Journey visualizations, a digital…
Your customers’ journeys from awareness to advocacy may be measured by how much they buy…
Customer service is one of the most important interactions you have with your customers, and…
Customer churn might seem straightforward enough — essentially, losing customers is bad for business. And no,…
When it comes to creating a personalized digital experience for your prospects and customers, you might not…
When it comes to the customer experience, our current era is defined by one thing…
Perfecting the customer experience requires a deep knowledge of the path your customers take, from their…
The key to staying ahead in business is all about really understanding how your customers feel. Not…
As technology continues to blur the line between online and offline interactions, omnichannel marketing aims…
Developing a great employee experience as part of a positive company culture is more important…
While customer service often gets a bad rap for being an entry-level, high churn field,…
Hard as it may be to calm and satisfy an angry customer over the phone,…
With millions employed in the field in the U.S. alone, the customer service industry is the heart…
Enhance call center metrics with these best practices, including comprehensive analysis of all customer interactions…
What’s the difference between a call center and a contact center? Here are the top…
Here’s what you need to know about collecting B2B customer feedback and earning quality insights…
Here are the five most common types of call centers — or contact centers —…
Here’s the difference between customer relationship management (CRM) and customer experience management (CEM) — and…
Explore the future of curbside pickup in retail. Has it become a permanent fixture? Learn…
Here’s how to choose customer experience metrics and measure the performance of CX to optimize…
Customers are people, and people are passionate. So whether they’re talking about a recent customer service experience…
Promoters, passives, and detractors say a lot about the experiences you offer — here’s how…
Becoming customer-led is what all brands should strive for — learn why it’s important to…
Discover the four customer experience organizational structures that exist today, as well as the pros…
Here’s how customer experience (CX) and employee experience (EX) teams can drive sustainable change across…
Executives rarely discuss customer experience and employee experience in the boardroom. Here’s how to change…
Here’s how to create a successful customer experience program and lead within your industry, according…
Net promoter score (NPS) is a powerful tool for gathering invaluable insights into how your…
Discover real-world advice for building a customer experience team structure — and the right customer…
All businesses have opportunities for improvement — they simply need to find them. Rather than…
Regardless of the type of business you’re running, or even the industry you’re operating in,…
By far the biggest asset to any business is, and will always be, its customers.…
It’s no secret that call centers have high turnover. In fact, research shows that the…
Customer service coaching refers to the practice of ongoing communication between the agent and their manager…
When customers are ecstatic or disappointed by interactions and a brand’s customer experience (CX), it’s likely they’ve provided customer…
We often are told, create the space we want to belong in, use our voices…
We explore what Customer Data Platforms are, their benefits and limitations, and how they fit…
With customer buying journeys evolving rapidly, it’s now more important than ever to understand how…
Having strategies in place to be able to effectively manage and reduce call center call…
Of course we know that “customer experience” is important — but how do we measure…
When designed effectively, call center quality monitoring scorecards can bring a ton of value to…
First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the…
When you’re looking for a job, it’s who and what you know that helps you…
Surveys offer a powerful way to conduct voice of the customer research. Ask the right Voice…
The Forrester Real-Time Interaction Management Wave 2022 was recently released, and we’re delighted to have been…
There are more than 1.74 billion websites worldwide striving for users’ attention – and superior customer experience…
This Black History Month we sat down with Nkechi Deanna Njaka, MSc, neuroscientist, wellness expert…
At the enterprise level, the success of your mobile app – like increased engagements, sales,…
Fidelity International’s new voice of client programme has helped lead to improved customer retention and…
It pays to invest in employee engagement. After all, companies that take the time to…
Your website navigation is the backbone of your website. The overall structure has a significant…
Customer feedback is the verbal or written communication from your customers expressing how they feel…
While it may have once been empty platitude, businesses are now pivoting to focus attention…
User experience (UX) plays a vital role in a company’s success. Businesses that invest in…
Hello there. Today we’re excited to share a new chapter in our brand’s story —…
