Customer experience leaders have always been obsessed with statistics like Average Handle Time (AHT) or First Contact Resolution (FCR). We celebrate the agent who de-escalates a furious caller, we ...

Customers today are accustomed to highly personalized, seamless brand experiences. Waiting until something goes wrong is no longer an option in customer experience (CX). That's why forward-thinking ...

Remember the days when a text message ping generated momentary excitement about which friend or family member had something important or funny to say? It was sort of like receiving a card or letter in ...

Modern customer experience (CX) has moved far beyond the traditional definition of service. For high-growth enterprises, the ...

Everybody has one: a customer service experience so horrendous they’ve sworn an oath they will never go back to that company. We all have a service we won’t use, an airline we won’t fly or a brand we ...