Customer experience

September 20, 2022
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CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones – Interview with Jack Springman

Today’s interview is with Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author. After a year-long battle with cancer, Jack […]
September 15, 2022
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Understanding how all businesses can benefit from voice analytics

This is a guest post by James Lockhart, Head of Product Marketing at TelcoSwitch. Voice and speech analytics refers to the process of analysing recorded conversations […]
September 9, 2022
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Customer success professionals should focus on net revenue retention (NRR) to prove ROI – Interview with You Mon Tsang of ChurnZero

Today’s interview is with You Mon Tsang, the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer success platform. You […]
September 6, 2022
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How to protect your business from loyalty fraud

This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd.   Today, businesses are realising that a top-notch customer experience is the […]