Empowered Agents, Happy Customers

  Stepping outside the echo chamber: A wake-up call for CX leaders A prestigious annual list of CX thought leaders was recently published, and surprisingly, I only recognized about 10% of the names - a stark contrast to previous years [...]

  "We've been telling them about this packaging issue for months, but nothing ever changes." How many times have your customer service agents muttered this phrase after handling the same complaint for the 100th time? I hear this bottleneck often [...]

  The voice of your customer is the most valuable product research you'll ever receive - and it's already paid for. Yet in most CPG organizations, those insights never reach the people who need them most. Your customers are literally [...]

  84% of C-suite executives believe they must leverage AI to achieve growth objectives, yet 76% say they struggle to scale it across their business. This disconnect is particularly evident in the CPG customer service space, where many brands remain [...]

  You're heading into your busiest sales period of the year. You put months (even years) of work into the big day. The success of your business is riding on this moment! Things start well, but then ***t hits the [...]

  Imagine this...It's Friday afternoon and you've just learned one of your flagship products has a potential health risk. By Monday morning? Thousands of concerned customers will be calling, emailing, and posting on social media demanding answers you don't have [...]