A support team structure that works at 10 tickets a day breaks at 1,000.
A few of us got together last week over drinks to talk about where CX is actually headed.
Your support policies might be your weakest security control, and attackers already know it.
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...