Here's what we're thinking about

The Art of Differentiation: Customer Service, Customer Care, and Customer Experience

Recognizing the significance roles Customer Care, Customer Experience, and Customer Service individually play in ensuring a company's growth.

Read Story

How Does NPS Affect Revenue?

Studies have found that the direct correlation between NPS and increased Revenue, can give companies an inside look at customer satisfaction and loyalty to their brand.

Read Story

Chatbots, Live Agents, or Augmented Agents - Which is Best for You?

Before deciding what chat service you'd prefer to see implemented into you company, take a look at some of the drawbacks and advantages behind each type of chat solution.

Read Story

The 5 Most Notable Customer Service Failures and How You Can Easily Avoid Them

Learn what the most common mistakes are in costumer service that cause companies to loose business and what you can do to ensure it doesn't happen to you.

Read Story

Sutherland Partners with Augment CXM

We're officially announcing our partnership with the folks over at Sutherland AI, and we're excited to get started.

Read Story

Pros and Cons of CX Metrics

CX metrics - like NPS, CSAT or CES - utilize answers provided by customers to directed questions about their experiences with your brand. Yet, there are many issues with simply following these statistics blindly.

Read Story

Leveraging Digital Customer Support to Provide Exceptional CX

Forward thinking companies have shifted their business model to accommodate these new, digital, customer expectations.

Read Story

The growth of customer experience management (CXM)

There is a shift in the market. Sellers used to have all of the power. But in the age of social media, product reviews, and lower switching costs, CXM is starting to rise.

Read Story

6 Customer Experience (CX) Software Products That Will Take Your Business to the Next Level

Consumers are willing to spend as much as 13% more for products and services when they have a great experience. Make sure you're ahead of the game with these solutions.

Read Story
Nathan Pitzer
Software

NPS vs CES: How to Tell the Difference Between "Delighting" Customers and "Making it Easy" on Them

Both the net promoter score and customer effort score are effective metrics for estimating customer loyalty. But which one should you be focusing on?

Read Story
Nathan Pitzer
Measuring Experience

Leveraging customer experience to drive marketing

Managing your customer's experience is one of the best ways to drive word of mouth marketing.

Read Story
Nathan Pitzer
CXM

Stay up to date with the future of CXM