Customer Feedback: Yet Another Myth?
Customer feedback requests are everywhere, yet surveys often produce noise instead of insight. CX author John Sills explains the feedback wedge and why customers don't always know what they want.
Customer Support
Great customer service is fast, accurate, and consistent in every reply. This category helps support agents, customer success managers, and call center leaders get there. You’ll find canned responses and live chat scripts, empathy statements, interview questions for hiring agents, guidance on CSAT, NPS, and other CX metrics, and comparisons of support tools. Each guide includes examples you can adapt and save as snippets, so your team can answer common questions in seconds.
Do “Loyal Customers” Truly Exist?
Loyal customers may be more myth than reality, according to CX author John Sills. Learn why strong brands don't guarantee loyalty, how usefulness and status keep customers coming back, and what that means for retention.
Bridging the Engagement Capacity Gap: Strategies for Success
The Engagement Capacity Gap is the divide between what it takes to build strong customer connections and the resources available. Learn its root causes and strategies for communication, collaboration, goals, and technology.
Customer Experience ROI: Is It a Myth?
Proving customer experience ROI is hard, and CX author John Sills argues the usual approach may be a myth. Learn what CX ROI means, how upselling fits in, and a better way to connect customer experience to business value.
Customer Service Stats: The Ones to Measure in 2025
CSAT, Net Promoter Score, retention rate, Customer Effort Score, and churn are the customer service stats CX leaders track most. See which measures are gaining or losing priority and how ROI and financial stats fit in.
Customer Experience Trends: How Leaders Are Investing in 2026
CX leaders are investing in voice of the customer programs, journey analytics, CRM, and customer data platforms. These customer experience trends show where budgets are going and which popular ideas are getting less attention.
What Are 10 Voice of Customer Tools to Revolutionize Your Business?
Voice of Customer tools include surveys, interviews, social media monitoring, NPS, and journey mapping. Learn how to build a VoC strategy, choose the right questions, make feedback easy to give, and act on what customers say.
5 Customer Service Challenges in 2026
Organizational silos, company culture, outdated processes, proving ROI, and employee engagement top the customer service challenges CX leaders expect. See what senior CX survey data says about each one and why it matters.
How to Train New Employees on Using TextExpander: Tips and Best Practices
Training new employees on TextExpander helps customer-facing hires stay on brand from their first week. Get tips for setting up Snippets for inline search, adding public Snippet Groups and templates, and using search shortcuts.