Customer service excellence in 2022 | McKinsey

Not surprisingly, McKinsey’s 2022 State of Customer Care Survey has found that customer care is now a strategic focus for companies. Respondents say their top three priorities over the next 12 to 24 months will be retaining and developing the best people, driving a simplified customer experience (CX) while reducing call volumes and costs, and building their digital care and advanced analytics ecosystems.

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In Customer Success We Trust

Customer Success is a critical business function and plays an essential role in building trust with customers. Customer leaders in every organization must equip themselves with the tools to develop and execute successful trust strategies.

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Customer Experience Leaders Can Learn From Baseball

In baseball, every player is essential to winning a game. Poor performance in any team role can reverse previous gains in a game. This is true in customer experience (CX), employee experience (EX), and partner experience (PX). Poor performance in any role within a company can reverse previous gains in your brand’s reputation, attractiveness, retention, profitability, and growth.

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There are seven different ways to define customer success. Only one counts.

there is nothing more important than customer success in today’s digitally connected economy. It’s at the core of what we call the XaaS Effect, where XaaS (pronounced ‘x-ass’) stands for Everything-as-a-Service, and continuous digital connection allows vendors to engage with customers, monitor their experience, and iteratively improve the contribution they make to customer success.

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