Customer Feedback Misconceptions
Most customer experience professionals agree that customer feedback can lead to more streamlined processes and improved CX. But how that data is analyzed and...
From Surveys To Stories
Whether it’s curling up with a good book or going to the local cinema for a film, as humans we are wired to connect...
CX Myths- Derailed
The customer experience (CX) has been around as long as there’s been a customer. CX is derived from the feelings your customer has when...
What Google and Chatbots Have in Common
For the better part of the last decade, most of the best artificial intelligence (AI) was built on the back of natural language processing...
On the Podcast: Customer Journey Mapping with Jim Tincher
On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Jim Tincher, Founder and ‘Journey Mapper in Chief’...
Does Decreasing Average Handle Time Improve Customer Experience?
How much value should a company place on Average Handle Time (AHT)? It’s a tricky, loaded question. Betteridge’s “Law of Headlines” states that “Any...
On the Podcast: Putting the Customer First at Boll and Branch
On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Scott Tannen- Co-Founder and CEO of Boll and...
Customer Service Is Everywhere
For many companies, one common assumption is that the burden of the customer experience falls solely on the customer service representative. While they are...
Does Great CX Result In Free Advertising?
One of the most iconic stories of customer experience marketing comes in the form of a tale about a stuffed animal named Joshie the...
What Is Customer-Centricity?
With companies striving to stay one step ahead of their competition, the customer has become more valuable than ever before. Companies are moving towards...