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Lessons from the front line of customer experience.
Practical articles, guides and takeaways from CX, Customer Success and RevOps leaders, organized around The Four CX Pillars: Team, Tools, Process and Feedback.
Case Study: The Triple-Lock Engine That Solved Incentivesmart's Cross-Regional Duplicate Problem
Data duplication is a profit killer. For Incentivesmart, a provider of employee engagement and customer loyalty software, it grew into an operational crisis. As the business scaled its ...
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View all articlesCase Study: From an Underused Tech Stack to an Enterprise Engine, the Incentivesmart Multi-Hub Transformation
Incentivesmart had invested in a multi-hub HubSpot setup, with Marketing Pro, Sales Pro, Service Pro and the core CRM. ...
Answer Engine Optimization (AEO): How to Make AI Recommend Your Brand
The way buyers evaluate and buy products has fundamentally shifted. For over a decade, organic search growth meant ...
You Can't Take the Human Out of AI: Lessons from SupportNinja CEO Craig Crisler
When Craig Crisler co-founded SupportNinja, he did something most new founders in the outsourcing space wouldn't: he ...
7 Core CX Lessons from 5 Years and Nearly 300 Customer Experience Leaders
CXChronicles is celebrating five years. What started as a mission to chronicle how the world's most successful business ...
Customer Experience vs. Customer Satisfaction: WTF Is the Difference?
The short answer: customer satisfaction (CSAT) is a metric. It measures how happy a customer is with a specific ...
From Engineer to CX Guru: How GoTo Is Building the Future of Customer Experience (Episode 263)
Ever wondered what it takes to build a product used by millions? In Episode 263 of The CXChronicles Podcast, we got the ...
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Nearly 300 episodes of The CXChronicles Podcast, with leaders from companies like Gainsight, Microsoft and Zendesk.
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