What’s Ahead for 2020 CX? I Asked My Favorite Thinkers...

By Candace Sheitelman

I’ve had entirely too many customer experiences in the last month. I have many thoughts on the experiences I had with...

If You Don’t Know Me By Now…

By Candace Sheitelman

As a consumer, what I want from the brands I patronize has changed so much over the last five years. Yet the technology...

4 Ways To Improve Contact Center Culture

By Kendal Rodgers

Customer service representatives face high-stress, long hours, seasonal fluctuations, limited opportunities for...

In the Age of Automation and Big Data, Sometimes It's The Little Things

By Kendal Rodgers

In today’s world, where everything feels automated, the human touch and personalized service are more important than...

Honestly… I Just Want to Lean Out

By Candace Sheitelman

Sales go up when customer effort goes down. The easier your brand is to do business with, the better. Therefore, every...

How to Fumble an Almost Perfect Customer Experience

By Kendal Rodgers

Like many other consumers these days, I prioritize brands by their customer service and reputation instead of basing my...

Building a Customer-First Culture: 3 Things To Do

By Phil Hamburg

“Customer-first culture” means something different to every organization based on priorities and differentiators. The...