Why Your Customer Experience Metrics Miss the Boat
It’s time to shift focus from vanity scores to momentum, trust and organizational coherence. Continue reading… Go to Source Author:
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Turning Resistance Into a Roadmap for Contact Center Transformation
Friction isn’t failure—it’s data. Learn how to turn resistance into your blueprint for better CX. Continue reading… Go to Source Author:
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HR’s CX Power Move: Building a Culture That Serves the Customer
To deliver exceptional CX, HR must lead with purpose, empathy and alignment across every employee touchpoint. Continue reading…
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How Agentic AI Broke the Rules of Martech Decisioning
Hard-coded logic and passive analytics are out. Adaptive, goal-driven agents are the next evolution in marketing technology. Continue reading…
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Friction Isn’t a Failure — It’s a Signal for Smarter CX
Misaligned goals, not bad agents, often cause customer effort. Here’s how to use friction as feedback — not something to flatten. Continue reading…
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Your AI Is Talking to Customers — But Are You Measuring What Matters?
Old CX metrics miss tone, safety and trust. The EVALS+ Pyramid shows CX leaders how to evaluate AI where it counts. Continue reading…
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Call Center Statistics That Matter: What Customers Expect in 2025
From AI adoption to hold-time benchmarks, these stats show what’s driving customer satisfaction and frustration. Continue reading…
Call Center Statistics That Matter: What Customers Expect in 2025 Read More »