Struggling with your customer feedback survey? Try this instead

Are your survey response rates way, way down? Do you struggle to find out what your customers actually think about your product or service? If your insights feel empty and…

Abigail Sims

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