Customer Experience

General

How CX Expectations Shape Our Human Experiences

Consumer behavior changed in 2020. Really, we had to adapt in all areas of our lives. One const...

Jenn Goddu

March 13, 2021 | 6 MIN READ

Customer Experience

Technology

Using Technology to Improve CX—Without Losing the Human Touch

In the world of customer experience, a neutral interaction is worth as little as a negative one...

Jake Burgess

June 8, 2023 | 6 MIN READ

Customer Experience

Market Research

The Key Psychographics That Drive B2B Decision-Makers

The B2B marketing arena is a massively complicated network of customer touchpoints that busines...

Gordon Polovin

June 8, 2023 | 7 MIN READ

Customer Experience

How Legacy CX Metrics May Be Ruining Your Customer Experience

Companies rely on metrics to explain how well their customer service is performing. In theory, ...

Jake Burgess

June 3, 2023 | 5 MIN READ

Customer Experience

Why Video Customer Service Will Boom in 2021

A lot has changed over the past year, not least the ways in which we communicate. Since the ...

Chris Thomas

June 3, 2023 | 4 MIN READ

Best Practices

Customer Experience

General

Think small: Valuing service in the new normal

In a week that included both the Martin Luther King, Jr. holiday -- celebrated as the National ...

Melissa Krut

January 23, 2021 | 6 MIN READ

Customer Experience

How many different ways can you look at customer relationships?

Every business's goal is to develop an unshakeable customer relationship that defines the best ...

Gordon Polovin

September 13, 2023 | 6 MIN READ

Customer Experience

The Best Ways to Collect Customer Feedback

Why care? Organizations spend billions of dollars every year on digital technology apps that a...

Gordon Polovin

November 30, 2020 | 9 MIN READ

Customer Experience

Customer Service Skills in 2025 and Beyond

What are customer service skills? Every business today that’s into making the customer exper...

Gordon Polovin

December 17, 2024 | 9 MIN READ

Customer Experience

How do customer touchpoints drive marketing strategies in a competitive environment?

What is a customer touchpoint? Imagine this—you leave by car from your home in Boca Raton. Y...

Gordon Polovin

May 26, 2023 | 9 MIN READ