Editor's Picks

Thought Leadership Articles

“That’s Our Policy” — The Secret Killer of Customer Experiences

It may not surprise you, but I am not the world’s easiest customer to deal with! If Golding family outings were observed from afar,...

There’s a Bot in the Future of CxM

Modern customer relationship management, if I may use this ancient term, is undergoing significant change. It is a change towards achieving customer outcomes. But...

How Better Service Can Reverse the Trend of Declining Customer Satisfaction

Companies strive to deliver more efficient customer service, and every year their efforts bring better results. The 2019 Customer Service Report, based on LiveChat’s...

Are You Wasting Time and Money on Content Marketing?

As an avid practitioner of content marketing, both for our clients and my own company, I’ve heard (and expressed) a lot of opinions and...

Think Tank Discussions

Ten B2B KPIs to Track, Starting Now (none are NPS) –...

CX pros are very customer-focused; we’re confident that if we just focus on customer needs, the ROI will take care of itself. Unfortunately, our business partners aren’t always so confident.

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