If you recognize any of these, the problem is rarely what you might think.
A customer has seen the ad, they've visited the website, read reviews, compared alternatives, and na...
A few years ago, a customer support leader could walk into a board meeting with a pretty straightfor...
A huge amount of friction in support starts with somebody trying very hard not to escalate.
A funny thing (not funny “ha-ha”, funny weird) has happened to customer experience technology lately...
Everybody says they want omnichannel support… and then build what is essentially the same fragmented...
There’s a stat going around that only about 59% of companies are happy with their outsourcing setup.
A few of us got together last week over drinks to talk about where CX is actually headed.
If customers have to tell you first, you’re running a helpdesk. Real CX tells them first.
Say the quiet part out loud about what’s automated, what isn’t, and how customers can actually get r...