Every contact center provider tells me that customer satisfaction scores (CSAT) matters, but every customer service interaction confirms the opposite. This observation caused me to write “CX Doesn’t ...

In Salesforce’s most recent State of the Connected Customer study, 80% of respondents said a company’s customer experience is as important as its products and services. Sixty-five percent said they ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond. Beyond NPS metrics. Customer experience metrics are evolving.

B2B renewals are won or lost 180 days before the contract expires. Dow serves as the gold standard for linking experience to ...

Most of us don’t enjoy scrolling through countless online reviews, trying to decipher whether customers are genuinely satisfied or just being sarcastic. It can feel like trying to read between the ...

Banks often struggle to get a unified voice of the customer across channels, including feedback from call centers, chatbot messages, social media and branches. Much of the data they collect is siloed ...

Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing personalized service, and dedicated moments. All of this is becoming possible ...

Experiences are, at their core, emotional for customers. Whether it’s the frustration of being stuck in a middle seat on a long flight, the excitement of waiting hours to taste a special meal, the ...

Search is changing fast. This year, we’ve seen more instances of search engine results sharing space with AI-powered features that are changing how people find information. Along with the changes to ...