Learn Customer Experience (CX) with Resources & Articles

Customer Service

Your ultimate guide to customer care

What is customer care? Why is it an essential part of your business? This ultimate guide to customer care will outline the steps you should take to build a successful customer care program, and deliver meaningful experiences for your customers.
22 min read

Customer Experience

Your ultimate guide to customer experience (CX)

We've put together this comprehensive and thorough CX guide to give you the tools and information you need to manage, strategise, measure and impact all aspects of the customer experience for your business.
26 min read

Conversational Intelligence

Using conversation intelligence to transform your customer experience

What is conversation intelligence and how does it empower you to take action on your business? Read on to see how this technology can transform your customer experience and improve your bottom line.
17 min read

Customer Churn & Retention

Customer churn: how to calculate, measure, and stop losing customers

It’s easier to keep an existing customer than to gain a new one, and it’s much simpler to save a departing customer than to tempt them back later. Read on to calculate your customer churn rate, understand how to predict churn and successfully retain your customers.
20 min read

Contact Centre

How to improve the contact centre experience

Discover the best practices for contact centre experience and how it relates to your bottom line.
17 min read

Digital CX

Digital customer experience: Everything you need to know

Digital and physical experiences continue to blur. We’ve found that some physical experiences are better online, and consumers want to keep it that way. How well you deliver and personalise these experiences will determine your success in 2022.
24 min read

Customer Feedback

Customer feedback: What to collect and when

Customer feedback is the best way to gain insights into what drives your customers to buy (and keep buying) from you – but how should you collect it, and which metrics should you use to track your customer experience?
30 min read

Customer Journey

Customer journey mapping: Definition, template & tips

Find out about how to start customer journey mapping, and how to improve it for the benefit of your customers and the business.
22 min read

User Experience

User experience (UX): the ultimate guide

UX (user experience) has moved from buzzword to core business priority in a few short years. Here’s everything you need to know about what UX is and how it fits into your business strategy.
20 min read

B2B CX

The complete guide to B2B customer experience

B2B customer experience (CX) management is often inspired by the B2C market. However, there are B2B nuances that require a more personalized approach. Learn how to create the ultimate B2B customer experience with our best practice guidelines.
22 min read

Customer Satisfaction

The definitive guide to customer satisfaction

How can you deliver meaningful experiences if you don’t know whether you’re satisfying customer needs? Understand what customer satisfaction is, why it matters and how measuring it can help you improve your customers’ experiences.
16 min read

CX Measurement

Customer experience metrics – how to measure CX

You’re starting to put a customer experience program in place, but how will you know if it’s successful? Find out how to measure customer experience and the key CX metrics to know about.
17 min read

NPS

What is NPS? Your ultimate guide to Net Promoter Score

Net promoter score (NPS) is the gold standard of customer experience metrics. Read our in-depth guide written by customer experience experts to better understand what net promoter score is, how it is calculated, and how tracking it can benefit your organisation.
16 min read