Blake Morgan

Tesla is opening a swimming pool at a Supercharger location in Germany so customers can swim while their cars charge.

For many companies, NPS is the Holy Grail of CX metrics: the ultimate number that determines whether or not they are succeeding. Now, United flight attendants are turning that metric back on the company as a way to give brutal real-time feedback and remind management that they are customers too.

There’s a media frenzy about the streaming wars, but ultimately the customer just wants to watch their favorite show. Does it matter who is bigger this quarter?

An impending recession has forced customers to evaluate their accounts and call the contact center.

When employees struggle, the customer feels it. High turnover creates an inconsistent experience and can be incredibly costly for companies. By fixing the process upfront, companies can protect their frontline employees and create a better experience for employees and customers alike.

Here are four trends as we enter the 2022 holiday season and what they mean for CX.

Have you noticed that any time you buy anything you get a survey? While customer surveys have increased, customer survey response rates have decreased.

Since becoming CEO six years ago, Griffith has quadrupled Progressive’s stock price by being innovative and customer-centric.

Black Friday is one of the biggest shopping days of the year, with steep discounts and huge sales. But a growing number of brands are branching away from typical Black Friday sales and using the day to take a stand, make a difference, or connect with customers.

Preparing a long-term CX strategy requires a strong understanding of how customers are changing.

What will the shopping experience look like in the next 10-15 years? It’s a crucial question for brands to consider as they shape forward-focused CX strategies.

Merriam-Webster designated “gaslighting” as the Word of the Year for 2022. It’s all too common in customer service - here’s how to stop gaslighting your customers.

To be the best, you have to learn from the best. Here are 10 best practices and pieces of advice from customer experience leaders.

Fresh off the Taylor Swift concert ticket debacle that led to canceled sales and mass outrage, Ticketmaster faces an even bigger test: tickets for Queen B herself, Beyoncé.

Instead of pouring money into traditional advertising, move that money to improve their customer service. The Super Bowl is just one day, but customer experience is a long-term effort: give it the budget it deserves.

Looking to be customer-centric? It pays to have a female leader. Companies with female CEOs aren’t just more profitable—they also tend to lead in customer experience.

In celebration of the people and practices that serve customers’ needs, 2023 has been a banner year for customer experience.

Relating this to customer experience, Davit Cote suggests that most companies miss the mark because they don’t listen effectively to what their customers want.

The contact center is the most important place for customer experience investments in 2024. Read our five customer experience predictions in this article

Only 31% of leaders track the ROI of customer experience - if you want to get the attention of your CEO, you need to show how you are saving or making the company money.