Strategy

Genesys CX metrics NPS

Four in 10 organizations can’t explain why CX metrics rise or fall

Talkdesk agent engagement

Talkdesk VP discusses how brands can keep contact center agents from quitting

Why personalization at scale is still so hard

Marriott customer experience

Marriot CX exec describes the new customer journey in travel and hospitality

right to repair customer experience

Why the right to repair needs to be part of an effective CX strategy

digital retail experiences

The pandemic-prompted digital retail experiences that are here to stay

Gartner break up with poor-fit customers

Are you really ready to ‘break up’ with your customers? Don’t be so sure

Brands only know 23% of the shoppers viewing products on their site

T-Mobile B2B customer experience

How T-Mobile captures (and responds to) the voice of its B2B customers

Etsy customer service

Inside Etsy’s accidental Voice of the Customer program