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

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

With limited resources, you’re forced to direct your activities toward changes that produce the biggest business outcomes. But without a view of the customer journey, you risk wasting those limited resources on the wrong opportunities.

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How to Measure the Customer Experience – Dave Seaton

With NPS survey response rates dropping into the single digits and customers who outright lie on them, can you really expect to measure the customer experience?

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Elevating Frontline Customer Service: Transforming Repetitive Roles into Strategic Assets – Justin Robbins

As the conversation around artificial intelligence heats up, the role of the frontline customer service worker has become crucial in delivering exceptional experiences.

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