Editor's Picks
Thought Leadership Articles
Beyond The Norm: Empowering Staff To Say “No”
Most service units focus on creating guardrails and consistency. This can create a lose-lose-lose for the customer, the employee, and the company via dissatisfaction,...
Chief Customer Officer Playbook: Balancing Experience Leadership with Experience Management
A Chief Customer Officer playbook is a sports analogy for what needs to be done to win the game: maximum customer lifetime value.
Playbooks...
From Ideation to Innovation: Harnessing Employee Creativity for Better CX
Creative business ideas can come from anywhere, at any time. Perhaps you receive an invitation to a brainstorming session where you're asked to think...
How Business Leaders Can Leverage Generative AI in Customer and Employee Experience
The AI playground has evolved a lot throughout the past year. Conversational AI has made huge inroads. We have seen an increasing number of...
Think Tank Discussions
Adding Support headcount is losing
Does adding headcount to Customer Support, Care, Success, or Service teams really demonstrate dedication to Customer Experience?
UJET and Google Cloud Launch Intelligent Workforce Management to Power Future of Employee and Customer Experience
Workforce management suite optimizes modern workplaces, improves job satisfaction and enhances customer service