The PEAK of Loyalty: Building Unbreakable Customer Relationships
CX Masterclass
In today’s fast-paced world, customer loyalty must be earned with every interaction. The PEAK framework—Professionalism, Effortlessness, Advocacy, and Knowledge—offers a proven strategy for creating m
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CX Around the World
CX Masterclass
In today's Interconnected world, customer experience (CX) is a key differentiator for brands. But what works in one region may not resonate in another. This masterclass explores CX trends, challenges,
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How Has the Definition of "Good Customer Experience" Evolved From 2020 to 2025?
The definition of "good CX" has undergone a significant transformation. In 2020, companies focused primarily on response time and resolution rates. By 2025, good CX is defined by proactive service, wh
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Imagine(ering) XLAs
We're all familiar with SLAs - those metrics by which we measure productivity and efficiency. Recently, however, Experience Level Agreements (XLAs) have emerged and ridden the crest of the Gartner Hyp
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