CX Outsourcing: Navigating Trends, Challenges, and Opportunities
Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In…
Looking to Boost Your CX? Boost Your Agent-Focused Employee Experience First
The customer experience (CX) industry is a competitive and ever-evolving space, and many organizations struggle to stay ahead of the…
NAMI’s #MoreThanEnough Campaign: Amplifying Mental Health Awareness Month
Mental health awareness has come a long way in recent years, but the journey toward destigmatization and improved support is…
Q&A with April Obersteller, Director of Global Experience at woom Bikes, One of the Fastest-Growing Companies in the U.S.
woom Bikes are the epitome of awesomeness in the world of two-wheeled wonders! These exceptional bicycles have taken the market…
Prioritizing Mental Health: A Guide for Businesses During Mental Health Awareness Month
May is Mental Health Awareness Month, a time to educate people about mental health conditions and reduce the stigma around…
Why CX Leaders Should Embrace Organizational Transformation to Meet the Evolving Needs of Customers
It’s no secret that investing in organizational change can be one of the most rewarding investments customer experience (CX) leaders…
Friendly Fraud: How Everyday Fraudsters Pose a Threat to eCommerce
As eCommerce grows, so too does its vulnerability to friendly fraud. Underneath the glowing possibility of introducing your product or…
Delighting Across the Digital Experience
The world has never been more reliant on digital channels, often self-served. But how can brands humanize and delight, regardless…
Improving Customer and Agent Effort Scores Simultaneously
Knowing your customer is the golden rule of any strong CX strategy, but focusing solely on customer satisfaction metrics can…
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