Customer service
Build VS Buy in CX

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,…

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Customer experience (CX) team pictured with headsets
The Great CX Disruption has arrived. Are you prepared?

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…

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