Customer Experience

3 Types of Data for Good CX Decisions

We spoke with Craig Stoss, Senior Program Manager at PartnerHero, about what brands are doing right (and wrong) with their data.

Lynn Pine March 1, 2022 • 3 min read

The CX Leader's AI & Automation Toolkit

Customer Experience

Leveraging Employee Insights For Customer Care

We spoke with Anna Skidmore, VP of Customer Care at BFA Industries, about the many layers of CX, customer care, and how automation can free up more time for human connection.

Lynn Pine February 15, 2022 • 2 min read

Customer Experience

The Key to Community and Unlocking Customer Emotions

This episode, we hear from Connor Curran, CEO at Local Laundry, about building a community based on authentic, genuine human relationships with customers.

Lynn Pine February 1, 2022 • 3 min read

Customer Experience

Creating Tight Alignment Between Sales and Marketing

In this episode, we speak with Miguel Adao, SVP Marketing at KloudGin, about creating tight alignment between sales and marketing.

Lynn Pine January 18, 2022 • 3 min read

Customer Experience

Bot CSAT vs. Human CSAT: Why They Should Be Measured Separately

Using the right CX tools to differentiate bot CSAT and human CSAT enables brands to have a better understanding of CX performance and set/report on more accurate KPIs.

Lynn Pine January 14, 2022 • 3 min read

Customer Experience

Tackling Customer Experience Globally, Remotely, and Asynchronously

We speak with David Resnick, CCO at A2X, about tackling customer experience now that the market is global, remote, and asynchronous.

Lynn Pine January 4, 2022 • 3 min read

Customer Experience

Fostering Customer Loyalty with Privacy and Personalization

In this episode, Jed Schneiderman, SVP, Industry Practice Lead, Media and Telco at Kognitiv Corporation, talks about fostering customer loyalty.

Lynn Pine December 21, 2021 • 3 min read

Customer Experience

Reducing Churn: How to Fix a Leaky Bucket

Without an ongoing way to measure churn, you’re hurting your customer experience. It’s time to learn about reducing churn.

Lynn Pine November 23, 2021 • 3 min read