Stop Playing Whac-a-Mole with CX Pain Points — Dave Seaton

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Breaking Free from “The Box” in Customer Service

Customer Service work can quickly slip down to a non-strategic layer of “ticket taking.” But that’s not the type of work anyone is going to want to do for long. Especially not your top talent who are capable of so much more.

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5 Stakeholder Types CX Can’t Afford to Ignore — Dave Seaton

Whether you’re creating a customer journey map or leading a customer experience transformation, you can’t do it alone. You need other people to buy-in and take action on your CX initiatives to achieve your CX vision.

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The Metrics Obsession that’s Killing the Customer Experience – Dave Seaton

We’re obsessed with metrics. We fixate on the results, creating scorecards and setting improvement targets. But is the customer experience getting any better?

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