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Thought Leadership Articles

Are You Prepared for the Great B2B Customer Experience Reset?

There’s much talk online and in the press about how people’s experience during this COVID-19 era will impact a new ‘normal’ customer experience when...

Revamping Your CX in the Pandemic: 4 Key Service Strategies

In the face of the COVID-19 pandemic, most businesses have had to pivot to a distributed customer service model practically overnight. While customer service...

Customer Success Does NOT Have to be a Revenue Center

One of the topics that I see being debated most often within the Customer Success community is whether or not the Customer Success organization...

Time to Say Goodbye to an Outdated Concept: Efficiency

They say hindsight is 20/20 vision. Looking ahead is where we have a problem. Most major innovations have brought us kicking and screaming into...

Think Tank Discussions

Trust is More Important Than NPS or CSAT

Is your company doing better or worse in terms of maintaining and building customer Trust right now? Customer Trust is a far more important metric than Customer Satisfaction, Net Promoter Score, or any of the other measures CX/CS Professionals commonly track.

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