The Customer (Support) Experience Blog

###The Problem“No new headcount.  Growth and retention targets unchanged.”  The message many Support leaders are getting from C-suites right now is clear...

Every day, your agents work really hard to solve customer problems thoughtfully and efficiently. Right now, there’s a good chance that several agents are...

The stakes for customer experience are only getting higher. According to Zendesk, 61% of customers would now defect to a competitor after just one bad ex...

Happy customers tend to stick around, grow, and publicly advocate for your business. Unhappy customers often churn and can deter others from doing busine...

Last week, we were excited to contribute to the conversation at CCW Digital’s online conference, Customer Experience Challenges, Trends, and Innovations....

​​​​This week, we were thrilled to participate in CCW’s Modernizing Customer Experiences with AI & Digital event. In case you missed it, below we’ve ...

Themes = What Makes and Breaks CXUnderstanding the themes that drive customer experience enables CX teams to explain changes in customer sentiment and ef...

Sentiment analysis has become quite the buzzword in the CX community, and with good reason. It’s never been more important to understand customer sentime...

Artificial Intelligence (AI) is transforming many industries, and many CX teams are navigating mandates to incorporate it into their strategies. But let’...