Leaders who embrace the intelligent front door will simplify journeys for their customers, streamline operations, and drive business growth.
Posted October 17, 2025
Investing in agent development yields measurable benefits, including an increase in customer satisfaction, improvements in operational efficiency and higher employee morale.
Posted September 05, 2025
Customer service and support leaders should follow the Successful Customer Profile to ensure long-term relationships that drive revenue.
Posted May 02, 2025
In 2024, organizations must adopt sustained, dynamic, and proactive engagement throughout the customer lifecycle.
Posted March 22, 2024
Customer success managers are responsible for driving revenue and growth and helping customers realize value. Here's a framework for meeting those objectives.
Posted April 28, 2023
New metrics are needed to ensure customer service operations deliver value to customers and the business.
Posted July 28, 2022
Companies need to adjust their strategies for customer self-service amid the continuing crisis and beyond.
Posted August 06, 2020
Customer service leaders must prioritize employee health and safety as plans are made to re-open offices.
Posted June 25, 2020