Customer experience
Expert tips for building a customer-obsessed organization.
Latest stories
Article
7 min read
What is customer experience optimization? (+3 actionable tips)
The tech landscape and consumer expectations are ever-changing, which means you’re never truly “finished” with customer experience optimization. But a few tactics can help boost your efforts.
Article
6 min read
Customer touchpoints: How to identify them + examples
Discover everything you need to know about customer touchpoints and use templates to map touchpoints across the customer journey.
Article
What the customer-first approach means + 9 strategic steps
Putting your customers at the center of your organizational decision-making process can directly translate to long-term relationships and business success.
Article
6 min read
Customer dissatisfaction: A guide to handling unhappy customers
Dissatisfied customers can affect your company’s reputation. Learn how to identify the various types of unhappy customers and adopt methods for saving the relationship.
Article
6 min read
What is customer intelligence (CI)? Benefits, types, + examples
Customer intelligence (CI) is the process of collecting consumer data to better understand customers and deliver personalized experiences.
Article
8 min read
Customer success vs. customer experience: What's the difference?
Customer success vs. customer experience—what differentiates the two? Find out how they’re different and how they work together to improve the customer journey.
Article
6 min read
Customer service vs. customer experience: Here’s the difference
Learn the key difference between customer service and customer experience to instantly improve how you serve your customers.
Article
7 min read
Customer expectations: Definition, types, and tips
Customer expectations frequently change, so staying informed is essential. Learn what customers expect and how you can earn and keep their business.
Article
11 min read
What is customer experience design? Benefits, examples, and tips
A well-designed customer experience helps brands develop meaningful relationships with buyers, secure repeat purchases, maintain a positive reputation, and improve internal processes.
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Best practices for conversational customer service
Companies are gravitating towards conversational customer support for the same reasons customers are: it's fast, personal, convenient, and secure.
Article
12 min read
Measuring customer experience: 6 metrics to do it right
Improve CX by regularly measuring customer experience metrics and leveraging key insights effectively.
Article
8 min read
Customer experience management advice from the pros
Stories of great customer experiences often go viral because they’re exceptional outliers. An airline saves the…
Article
5 min read
Addressing customer experience from the CIO perspective
For IT leaders, customer experience was already a hot topic, but the pandemic has amplified the…
Article
12 min read
Customer service reports: A complete guide + 6 metrics to track
Customer service reports can help your organization deliver an outstanding customer experience time after time. Discover key metrics and how to implement them.
Article
10 min read
What is customer obsession? How to become customer obsessed
We’ve all heard the stories of companies going above and beyond to provide their customers with…
Article
10 min read
What is customer value? Definition, formula, and importance
Customer value is how much a product or service is worth to a customer. Here’s how companies can enhance their value to improve the customer experience and increase satisfaction.
Article
10 min read
What is call listening? A guide for 2026
Use call listening to monitor customer conversations, provide high-quality service, and support agent growth.
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