customer experience

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Contact Center Preparedness: Operating in a Pandemic and Beyond
The COVID-19 crisis has made many organizations realize their contact centers were not fully prepared to handle customer communication needs. Especially with ...
Crystal Collier of PTP
Podcast: PTP’s Crystal Collier on Learning, Listening, and CX Leadership
Crystal Collier is no stranger to the customer experience (CX) realm. And she has a lot of valuable insight to share. She ...
Financial Services and CX
Why Financial Services Firms Need a CX Strategy
Every industry has been tremendously impacted by the advent of the smartphone, but few more than the financial industry. Phones and even ...
What Contact Centers Can Learn From the Best Airport Lounges
For many people, air travel is stressful. From long lines at security to crowded terminals to delayed or even cancelled flights, getting ...
10 Metrics That Matter in Customer Experience
The data shows it all, and it's rapidly changing. Are you keeping up?  We al know that the customer experience (CX) is ...
The Difference Between Customer Experience and Customer Service
Customers are the chief drivers for business. Without them, operations simply wouldn't exist. Having top-notch products and services along with a way ...
Directed Acyclic Graphs (DAG)
Customer Experience (CX) and Dominant Path Analysis – Part I
This is the first article on Dominant Path Analysis, in a multi-part series, where we take a deeper dive into the process ...
How Bad Can a Bad Customer Experience Set You Back?
You obviously know that providing a great experience is becoming the market battle as we move into the future. It can be ...

7 Innovative Ways to

Improve Customer Service

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