What did you think the first time you heard the term Customer Experience? Many years ago, I was speaking with a marketing executive when they revealed how they really felt about this whole idea of “customer experience (CX).” In their view, CX was just another buzzword being tossed around as novel business jargon. You can […]
How to Turn CX Buzzwords into Meaningful Definitions Read More »
What do you think when someone tells you about something that’s “gone viral?” These days, your first thought may be Covid-19, but going viral is still a surprisingly common way of describing a funny video, cringe-worthy comment, or parody of the latest topic in the zeitgeist that gains mass popularity. I don’t know about you, but
Why Positive Word-of-Mouth is Insanely Powerful Read More »
Managing time and workload will be the biggest challenge that customer support professionals face in 2016. With the rise of multichannel support, there’s a risk that support professionals will burn out if they don’t take steps to manage their workload more effectively. A new study by Kayako looked into the state of the customer support
Multichannel Support Will Burn Out your Customer Support Team in 2016 Read More »
The 3 Biggest Areas of Potential ROI and How to Invest Strategically to Maximize Results
