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...
Customers don’t want more channels; they want one conversation.
A flawless apology beats a perfect handle time.
Innovation in customer experience doesn’t require a huge budget, just focused pilots that make life ...
Loyalty is built in the unglamorous stuff: handoffs, promises, make-rights, and how fast you fix wha...
Customers want quick answers, but they also want to feel heard. The challenge isn’t choosing between...
Most customer experience teams don’t lose trust in the big, dramatic moments.