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Net Promoter Score (NPS) has become the most commonly used customer experience KPI, utilized by over 2/3 of customer experience directors. However, the metric has come […]
Each year we see Customer Experience (CX) playing a greater role in both business-to-consumer (B2C) and business-to-business (B2B) companies. But why is this trend not only […]
The Role of Managers in a Customer Experience Program When thinking about the various roles within a customer experience (CX) program, employees, especially those who interact […]
Is your Sales Effectiveness still on the decline? According to the CSO Insight 2018 Sales Effectiveness Study, overall sales effectiveness has generally been on the decline […]
The Journey to CX Maturity Although we might wish change could occur overnight, it takes companies several years to implement a customer experience program which transforms […]
Is Your Customer Experience Program All Grown Up? It’s intuitive that a positive relationship with customers is likely to lead customers to want to spend more, […]