Learn about all things customer experience from our team of experts. From the latest CX trends to tips and advice to improve your voice of the customer programme and performance.

Signs You Might Be Failing Your Employees and Your Customers At the Same Time

It is well established that employee experience and customer experience are inextricably linked, but all too often, the focus is on CX to the detriment of EX....

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Best Practices for Chat Surveys

Chat is becoming the preferred method of communication for many customers. It’s efficient, often comes with self-service options and usually really easy to...

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First Call Resolution (FCR): What You Need to Know

First Call Resolution (or First Contact Resolution) is an essential metric for contact centres to show how many customers have their request met the first time...

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How a Gamification Strategy Can Improve CX in the Contact Centre

Games aren’t just for kids, so applying gamification principles to your CX strategy in your contact centre can be a really enjoyable way to increase...

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The How-To Guide for Customer Journey Maps

Understanding the customer journey is essential to improving CX. In this guide, you can learn the ins and out of the customer journey and how to effectively...

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Why You Don’t Need to Be a Luxury Brand to Offer a Luxury Experience

In this post, we explore a number of practices employed by luxury brands to deliver winning customer experiences and how you can apply them to your business....

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