Articles, Insights, Resources & Tips for Customer Experience (CX)

How to cut customer service costs without cutting corners — smarter tech, agent tools and automation that protect the relationship.

Customer experience statistics — every one dated and linked to the organisation that ran the research. Filterable by topic and region, with the most-recycled unsourced stats called out and removed.

A seamless digital experience means customers move across touchpoints without friction or repetition. Six practical ways to design one.

Complaints are a whole-business issue, not a frontline afterthought. 20 practical complaints management tips across people, process, measurement and technology — reduce cost-to-serve and turn...

Everyone has an opinion on CX; a strategy turns it into action. How to create a customer experience strategy — understanding customers outside-in, the four steps, measuring with NPS, CSAT or Effort...

A journey map built alone describes your assumptions. Two real projects — in education and finance — on why the room has to build it with you.

Customer service no longer stops at the phone. The benefits of omnichannel customer service, and the channels that let customers reach you their way.

A persona is a semi-fictional character built on research. Skip the research and you've drawn a portrait of your own assumptions.