Latest posts

We break down the five integration principles separating high-ROI Salesforce-CX connections from expensive technical debt. These aren't just sync jobs—they're strategic CX levers.

We break down Delta's customer experience strategy to show how it turned air travel into a competitive edge. From biometrics to empowered crews, Delta is rewriting the CX playbook.

We break down the hidden costs of chatbot customer service, including escalation time, poor integration, and the illusion of ROI. Learn where most brands go wrong and how leading CX teams use bots more effectively.

Still using siloed contact center tools? Discover what a real CX platform looks like and the smart questions that separate vendors from true partners.

We break down Shopify’s CX strategy to reveal how it built a $150B empire by focusing on one customer segment no one else was: small business owners.

We break down Uber's customer journey to uncover how it built a $120B brand by solving the #1 pain point in traditional taxis: uncertainty.

Big brands spend billions on personalization. But what if I told you small businesses have a better playbook—and it costs $0?

Amazon Nailed the Sale—Then Dropped the Ball: The Hidden CX Crisis in Return.

In this video, we reveal the three silent CX killers lurking within your current strategy.