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Customer Journey Review is a critical research instrument. Its goal is to develop a deep understanding of the customer’s business experience, which includes all touchpoints that have an impact on their de...
A joyful customer is a loyal one. Maintaining customer satisfaction doesn’t have to be difficult – Here’s a rundown of some research and expert opinions on the 12 most influential drivers R...
PWC conducted a study that found that 72% of business decision-makers believe that AI is a key tool that will allow humans to focus on more meaningful work. Although agents play a crucial role in delivering a c...
“Stop Churn with Coming Soon’s. An example is World of Warcraft: at level 40 all players get a seed. They found that between level 35 and 40, nobody quit” – Bing Gordon, Formerly CCO at Electronic Arts an...
Building and maintaining customer trust is one of the most important things you can do as a business owner. It’s the foundation on which your business stands, and without it, you will struggle to make any lasti...
Customer Success Metrics (CSMs) are important measurements that companies use to track the success of their customer interactions. CSMs can be divided into two categories: process and outcome. Process CSMs meas...