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Insights to Take Your Customer Experience toThe Next Level

We live and breathe CX and want to teach you and your team to do the same! Check out Dan’s blog to stay up-to-date on all the latest news, trends, and practices in CX!

Customer Service

Two women look at a mobile phone. Customer experience speed is
Customer Experience

The Fastest Customer Experience Isn’t Always the Best One

  For years, customer experience leaders have been chasing speed. Faster websites, faster apps, faster response times and faster resolution. The assumption has been simple: if we can make experiences…

Tom Martin

5 min read

Consumer trust in AI
Customer Experience

Consumer Trust in AI: The Generational Reality Check

Artificial intelligence (AI) has become a staple of modern customer experience, but consumer trust is lagging behind. But new research from Metric Sherpa, in partnership with Sprinklr, reveals a significant…

Dan Gingiss

5 min read

reputation report
Customer Service

Reputation Is Critical Across Industries – Here Is How You Can Improve It

In today’s business landscape, your reputation is everything – and customers play a pivotal role in shaping it. In the digital age, where every review can make or break a…

Dan Gingiss

5 min read

Cultural Differences
Customer Experience

Global Customer Experience Differences: How Culture Shapes Consumer Expectations Across Asia, Europe, and Beyond

Global customer experience differences are often a matter of unique cultural elements that lead to differing consumer expectations. Japan, for example, boasts a culture of good service so that's what…

dgingiss5326

4 min read

School Cancellations
Customer Experience

Cold Weather School Closures: Setting Customer Expectations

As bitterly cold temperatures spread across the country this week, many parents face the challenge of prospective school closures. Unexpected days off create havoc for students, teachers, parents and the…

Dan Gingiss

5 min read

show customers love
Customer Experience

Five Ways To Show Customers You Love Them On Valentine’s Day

Let’s face it – without customers, we don’t have a business. So why do so few companies remember to show some love to their existing customers? Usually, they are too…

Dan Gingiss

5 min read

California wildfire aftermath
Customer Experience

How to Stay Connected with Customers During a Crisis: Lessons from the California Wildfires

Staying connected with customers during a crisis is not just good business; it's an essential way to build trust and loyalty. The recent California wildfires, with their devastating toll on…

Dan Gingiss

4 min read

A man expresses frustration by grabbing his head with both hands and screaming. The Biden-Harris Customer Experience Initiative aims to reduce common customer pain points.
Customer Experience

The Biden-Harris Customer Experience Reforms: Why Smart Businesses Will Embrace These CX Changes

The Biden-Harris administration is once again trying to tackle customer experience issues. In a move that’s sending ripples through the business world, the administration has launched the "Time Is Money"…

Dan Gingiss

3 min read

A woman shopping in a store looking at a wall of coffee choices.
Customer Experience

What Corporate America Taught Me About Customer Experience

When I first started out in Corporate America, there was no such thing as customer experience. It wasn't something we were conscious of, and we definitely didn't track it. But…

Dan Gingiss

5 min read

A call center scene
Customer Service

Maslow’s Hierarchy Of Needs Applied To Customer Service Agents

Maslow’s Hierarchy of Needs, an 80-year old psychology theory, can be apply to customer service by focusing on the agent experience. Critics often argue that the levels in Maslow’s Hierarchy…

Niraj Ranjan Rout

5 min read

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