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Thought Leadership Articles

Stop Moaning about the State of CX… and Start Measuring Performance vs. Customer Expectations

"CX Quality among brands in the US declined for an unprecedented second year in a row." (Forrester, 2023)   "From late 2018 to mid-2022, U.S.…

Reducing Agent Turnover: Applying Analytics to 100-Year-Old Observations

A few years ago, when I was in Nashville, I wandered into a used bookstore and bought called Foremanship1 written in 1927 by Glenn...

Report: What is the #1 Thing that Leads to Successful Cross-Channel Marketing Campaigns?

Cross-channel marketing has emerged as a crucial tactic for customer engagement. It is an approach that aims to create brand consistency across various channels...

Offshoring and AI: How Cost-Cutting Fixation Can Damage Revenue and Brand Reputation

Both strategies require careful implementation and constant supervision! By John Goodman and Peter North, Customer Care Measurement & Consulting CCMC's latest National Rage study found…

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