[10 minutes of COVID-19 related small talk] Steven: “How’s our marketing going? I haven’t heard form you guys in a few weeks. Did our unconventional strategies break you?”   Agency: “You’re so funny, no you didn’t break us. Everything is going pretty well over here. We wanted to talk to you today about making...

Are you struggling to measure CX? This article may be the perfect piece at the perfect time for you. There are still too many companies conflating efficiency with CX. Efficiency is an objective characteristic. It’s about how well you’ve controlled or prevented operational failures from happening. It’s merely an indicator...