Listening vs. Hearing: The Voice of the Employee Blind Spot Hurting Enterprise CXDecember 24, 20257 Mins Read Most companies believe that they listen to employees. They run engagement surveys, collect pulse feedback, and track sentiment scores on…
2025 Contact Center Outsourcing Trends: 5 Shifts CX Leaders Can’t IgnoreDecember 16, 20255 Mins Read Contact center outsourcing has evolved beyond a simple cost-saving measure. In 2025, it now serves as a strategic tool to…
Proving the EX↔CX Link: Metrics That Survive Finance ReviewsDecember 9, 20255 Mins Read Most organizations agree that customer experience improves when the workforce is supported, well-equipped, and confident in their roles. But what…
EUEM in the Support Stack: What to Track and Why It MattersDecember 4, 20255 Mins Read When an employee reports, “My laptop is slow,” IT teams often have to guess what went wrong. Is the device…
Measuring the Chat Funnel: Attribution, Assisted Conversions, and Repeat Purchase in Conversational CommerceNovember 27, 20255 Mins Read Introduction Consumers can now shop and get real-time support through chat and messaging, which is what we call conversational commerce.…
