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Why customer crises deserve a journey map all their own

Amplitude and HBR Analytic Services shows ‘engagement’ outweighs NPS as a digital metric

Northridge Group CX

First contact resolution has declined from 53% to 42% since COVID-19

Matt Dixon unpacks how the Customer Effort Score led to the Tethr Effort Index

Your customer journey maps need an employee experience overlay

Twickenham Stadium takes a kick at enhancing CX of food and beverage services

The SAP CX Live announcement you might have missed, and why it matters

Zappos exec outlines the ‘triangle of accountability’ that guides its customer service approach

Why Amazon’s Ring takes a ‘neighborhood experience’ approach to customer service

TCS digital CX

Only 25% of firms are ready to offer ‘end-to-end’ digital CX