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Welcome to our blog, where curiosity meets expertise. Here, we dive deep into the latest trends, share our professional insights, and offer practical advice to navigate the ever-evolving landscape of customer experience.
Exploring the Heart of Our Industry
Unlock Your Competitive Advantage: Exploring the Theory of Advantage in Business
In the realm of business strategy, understanding the concept of competitive advantage is crucial. A competitive advantage refers to any...
Tamara McKenzie
Mar 9, 20244 min read
The Importance of Customer Loyalty for Business Success
Customer loyalty is the ultimate goal for businesses looking to maximize their return on investment. However, many companies tend to...
Tamara McKenzie
Feb 16, 20245 min read
Avoid Common Startup Mistakes with Exceptional Customer Support
Starting a new business is an exciting journey, but it can also be full of potential pitfalls. From missed opportunities to insufficient...
Ana Gomez
Oct 20, 20235 min read
Defining Customer Experience Success for C-Suite Leaders
There is a common pattern that occurs when a CEO or other C-suite leader becomes passionate about improving customer experience. They may...
Devon Harris
Aug 12, 20233 min read
The Argument for Engineering Teams to Participate in Support Work
While ideal customer profiles and personas can be useful tools in our work lives, they cannot fully capture the complexity and...
Tamara McKenzie
Aug 2, 20234 min read
Empower Your Customer Support Team with Smoothen's Zendesk Admin Training
In the fast-paced world of customer support, delivering exceptional user experiences has become the key differentiator between...
Tamara McKenzie
Jul 20, 20232 min read
Unlock the Power of Stripe Payment Gateways: The Ultimate Guide
Stripe payment gateways offer a comprehensive suite of features that make it easy to accept payments online. In this comprehensive guide,...
Ana Gomez
Jul 10, 20234 min read
Helping Your Team Develop Time Management Competencies for Enhanced Customer Service
As a CX leader, one of your key responsibilities is to support your team in developing effective time management skills, particularly for...
Tamara McKenzie
Jun 18, 20235 min read
Unlock the Power of User Interviews: A Guide to Conducting Effective User Research
If you're responsible for the user experience at your company or organization, conducting user interviews can be an incredibly powerful...
Tamara McKenzie
Jun 14, 20235 min read
Integrating Support and Product Teams: A 6-Step Plan for Improved CX and Feature Adoption
The goal of your agent support and product teams should be to make your customers successful. When these teams work together and share...
Devon Harris
Jun 10, 20233 min read
FedNow: A New Era of Real-Time Payments
The Federal Reserve's announcement of FedNow, a real-time payment service set to launch in July of this year, is set to disrupt the...
Ana Gomez
May 4, 20234 min read
15 Ways Customer Support Can Contribute to Customer Retention
Having a customer service team is only necessary if there are customers to serve. If a company fails to maintain enough customers, it may...
Tammy McKenzie
May 1, 20238 min read
The Intersection of Accessibility and Activism in Customer Experience Design
In an increasingly interconnected world, businesses must prioritize accessibility and inclusivity to provide exceptional customer...
Tamara McKenzie
Apr 17, 20234 min read
The RESTRICT Act and Its Implications for Customer Experience
The Restricting the Emergence of Security Threats that Risk Information and Communications Technology Act (RESTRICT Act) is a bill aimed...
Devon Harris
Mar 30, 20233 min read
Why Perception Really is Reality When it Comes to CX
How customers perceive your business plays a crucial role in its overall success. The customer experience is an integral aspect of this,...
Tamara McKenzie
Mar 15, 20233 min read
Achieving Sustainable Growth: Strategies for Startups
In the startup world, the word "growth" is heard constantly, from market share to revenue. The emphasis is often on achieving rapid...
Ana Gomez
Mar 9, 20236 min read
The Biggest Customer Service Start-Up Problems and How to Conquer Them
When launching a company, prioritizing customer service should be at the forefront of your considerations. The quality of your customer...
Tamara McKenzie
Feb 9, 20235 min read
How to Write an Inspiring Mission Statement to Kickstart Your Startup
Writing a mission statement can be a daunting task, especially when you’re just starting out. But it doesn’t have to be. In this article,...
Ana Gomez
Jan 19, 20235 min read
Why Customer Education is the Key to Competitive Advantage in the Digital Technology Industry
Whether you’re B2B, B2C or B2XYZ, your customers have higher expectations and more choices than ever. In the business of digital...
Tamara McKenzie
Jan 7, 20234 min read
3 Common Mistakes Businesses Make in Their CX Strategy and How to Overcome Them
Companies from all industries are placing emphasis on customer experience for a good reason. A survey conducted by Qualtrics XM Institute...
Tammy McKenzie
Dec 17, 20224 min read
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