Khushbu Raval·Oct 26The 27-Point Gap Between Attribution and RealityFreshworks CMO Kady Srinivasan on the 27-point gap between attribution models and real pipeline impact — and what AI success should…
Yash sinha·Oct 23Winter Heating Costs by Fuel Type: Why One Cold Snap Produces Four Different Billing ConversationsWinter heating costs by fuel type are moving in opposite directions this season, which means a utility or energy retailer serving several…
Harald Henn·Oct 21Nicht jede Hürde muss weg und eine Kennzahl reicht nicht — Teil 2Wie vier Friktionsarten und drei Messebenen zu besseren Entscheidungen führen
Sofia Balali·Sep 23Why Speed Isn’t What Customers Are Measuring after ErrorsThe cognitive science of prediction error, and why a two-hour fix can score worse than a two-day one
Shep Hyken·Sep 21What Is Customer Service Week Really About?Is Customer Service Week really about customers?
Harald Henn·Sep 21Wie kontrollierte Ausführung aus guter Interaktion einen verlässlichen Outcome macht — Folge 2Eine verständliche Antwort ist noch kein gelöstes Kundenproblem. Wer eine Lieferung umleiten, einen Schaden regulieren oder einen Vertrag…
Shep Hyken·Sep 16Is Old-Fashioned Human Customer Service Becoming a Competitive Advantage?This article answers the question: Do customers want AI or human customer service?
QEval·Sep 16CX Automation Won’t Fix a Broken Customer Journey. Here’s What Will.A retail brand I consulted with last year rolled out a new chatbot to handle order status questions. Call volume didn’t drop. It went up…A response icon1A response icon1
Shep Hyken·Sep 15Every Employee Is a Customer Service Employee with Keith FarleyWhy Customer Experience Isn’t a Department, It’s a Company-Wide Strategy
