June podcast roundup: Measuring customer effort

We’re halfway through our latest podcast series! If you’ve been listening along as each episode rolls out, you’ll have followed along with us as we traced the origins of customer…

Matt Dixon, Ted McKenna

May podcast roundup: The origins of customer effort

Exciting news! We’re on podcast #2, this time discussing one of our favorite topics: Customer effort. Throughout this series, titled “Customer Effort: Through an AI Lens”, Chief Research & Innovation…

Matt Dixon, Ted McKenna

Omnichannel customer service, explained

You know all about multi-channel customer service, the phenomena that swept the service world around the time of social media, chat channels, and online support tickets. And you’ve probably at…

Abigail Sims