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Alida Bodine & Co CXPA empathy CX

65% of CX leaders admit their organizations don’t measure empathy

phygital customer experiences

The future of ‘phygital’ retail experiences: A strategic CX guide

social media for customer service CX

The state of customer service via social media in 2022

Only 40% of insurance customers are getting the digital experience they want

S&P 451 Research CX

S&P Global research finds CX leaders have almost 3x equity returns

Why a marquee culture is key to lighting up better customer experiences

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