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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 experience

Customer Experience

Burger King’s President Took 86,000 Phone Calls.

And Then He Took Action on Customer Feedback. Tom Curtis, the president of Burger King, put his real phone number on TikTok and Instagram earlier this year and said one…

Dan Gingiss

5 min read

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 faster,…

Tom Martin

5 min read

FIFA brands hidden behind tarp at World Cup stadium
Customer Experience

FIFA Tried to Erase These Brands. It Didn’t Work.

  Photo Credits: Adobe Firefly FIFA brands like Levi's, Heinz, and Beats were never supposed to be part of the story. FIFA, the international governing body of football (soccer in…

Dan Gingiss

6 min read

Employee Experience

Employee Engagement: Unlocking Team Potential

The hidden gap between what we measure and what actually drives results I have been noticing a pattern for quite a while now. Once you see it, you really cannot…

Dan Gingiss

5 min read

A gas station showing a price of $4.36 per gallon. Rising gas prices are an example of How Global Events Influence Customer Experience
Customer Experience

How Global Events Influence Customer Experience

The Companies That Win in a Crisis Are the Ones That Were Already Focused on CX Global events have a way of sneaking up on organizations. It could be a…

Dan Gingiss

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

Guest experience at a local restaurant
Customer Experience

Everyone in the Restaurant Shapes the Guest Experience — Here’s How

Great food brings people in the door — but it’s the experience that keeps them coming back. Whether it’s a smile from the cashier or the perfectly stacked sandwich from…

Dan Gingiss

5 min read

Customer Experience Blind Spot
Customer Experience

The $81 Billion Customer Experience Blind Spot: How AI-Powered Payment Recovery Transforms ‘Necessary Evils’ into Remarkable Moments

Last month, I had a conversation that stopped me in my tracks. A subscription business CEO told me, “We spend millions perfecting our onboarding experience, but when a customer’s payment…

Jeremy Burke

5 min read

AI Customer Experience
Customer Experience

Using AI to Deliver WISER Customer Experiences in Any Industry

In today’s competitive landscape, it’s no longer enough to offer a good product or service. Customers expect more – more personalization, more empathy, more convenience, and more wow. That’s where…

ChatGPT

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

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