Why is the customer experience so important? Prioritizing the customer experience (CX) is crucial for any company's success. Organizations that are "customer experience-driven" consistently ...

For decades, customer service was treated as a cost to be minimized — a department that existed to fix problems rather than fuel progress. But in today’s connected economy, every customer interaction ...

In my last article, I discussed why a dedicated Customer Success (CS) department is essential for B2B service organizations, especially those in technology and SaaS. We covered the strategic role of ...

Across service companies worldwide, functions like Sales, Professional Services, and Technical Support are converging on a common goal: Customer Success (CS). Increasingly, CS is recognized not only ...

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

The stakes for delivering exceptional customer experiences are getting increasingly higher, with XM Institute finding that poor customer service is costing companies $3.7 trillion each year. Coupled ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...

Reverse-engineer success. Reverse-engineering customer success by analyzing what already works allows for clearer, more impactful goals and strategies. Focus on metrics. Shift focus to actionable, ...

The tech industry has created many new roles over the years, each designed to address specific challenges or opportunities. Chief Revenue Officers (CROs), for example, have proven effective by ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...