Here are the facts: 84% of consumers trust online reviews as much as a personal recommendation, and consumers are also willing to...

From marketing to product development, customer feedback about your products is the lifeblood of your brand. But, the way...

The velocity of digital messages is insane Every digital channel you offer for customer service is a doorway to helping an...

For many companies, customer satisfaction (CSAT) scores aren’t just a ‘how’m-I-doin’ metric; they’re an...

Today, Sprinklr is a publicly traded company on the New York Stock Exchange: CXM. This is an incredibly humbling milestone, and...

When it comes to customer experiences, oftentimes small is greater than big. In part 2 of our discussion with Tom Peters, we talk...

Renowned author and management expert Tom Peters joins me for a two-part series on customer experience execution, the value of...

Customers and agents struggle with your contact center Your customers are frustrated trying to get answers out of you. Ask them...

When people think about a business’ structure, they often think about a centralized model with linear reporting and clearly...

Creating a unified customer experience is critical for brands to differentiate themselves from the competition and delight...

There’s a very old story about a group of blind men who hear that there’s an elephant nearby. Curious about what kind of creature...

We’ve talked in our last couple of blogs about how the customer experience is changing, and how you can build an omni-channel...

Weekly inspiration, a galactic celebration, and a familiar story about absurd CX processes. Episode #124: Monday Morning...

As we discussed in our last blog post, customer expectations have changed: Customers want an experience that is increasingly...

There’s a lot of science behind artificial intelligence, but applying it is an artform. A master of Conversational AI can build...