As a CXO if you haven’t noticed, increasing speed and customer experience convenience is a race. Customer access to sophisticated self-serve tools is no longer a nice surprise but a minimum expectation when doing business with you. To keep up,…

The great disruption in customer experience (CX) has arrived. Self-serve tools allow customers to handle their own problems, Average Handle Time (AHT) is no longer a success metric, First Call Resolution (FCR) is now standard, and even the smallest little…