The Customer (Support) Experience Blog

Customer-centricity has reoriented modern organizations around real-time insights, and, as the business unit that owns the greatest volume of customer in...

Support leaders often express the difficulty of making business cases to other parts of the organization. Connecting Support metrics with tangible ROI fo...

Frame.FM chatted with Bill Wise about what he’s learned running Mediaocean, the $400-million-in-revenue adtech company he calls a 56 year old startup, th...

Support is the most complicated customer-facing arm of any organization simply due to the volume of interaction and range of its implications. First-part...

Once upon a time, around 2005, in a land called… let’s say Denver, a mysterious collector arrived knocking at office doors asking for data and promising ...

Frame.FM recently sat down with Patrick Martin, GM, Service Solutions, at COVEO about how technology has transformed the Support function. Below, three t...

Frame.FM recently chatted with Bill Wise about what he’s learned running Mediaocean, the $400 million in revenue adtech company he calls a 56 year old st...

Support leaders face an inflection point. The AI moment has intensified the spotlight on customer data, with executive leadership exploring its applicati...

Leadership continues to evolve its conception of the support function from revenue defender to strategic center, putting more pressure on support leaders...

Last month, Twilio and Frame AI announced a new partnership to leverage AI to enhance customer engagement within Twilio Flex, the cloud-based digital eng...

Setting an Industry Standard for Contact Center Culture There’s an interesting contradiction in the desirability of working for big companies. Size comes...

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