I enjoy shopping online. And before writing this article, I reflected on my own online purchasing experience. I’d want to share something with you. For more than ten years, I’ve purchased sneakers from the same brand. From a single internet store. I’m not a…

Since 2003, the Net Promoter Score (NPS) has been recognized as a trustworthy and accurate indicator of customer loyalty. However, the world is changing, new technologies are emerging, and consumers today have virtually endless options for products and services. In this…

Customer Experience Management (CXM) is a systematic method to managing interactions between a business and its customers, with the purpose of improving the entire customer experience at all touchpoints. It entails gathering, evaluating, and using consumer data to generate…

In a world where “the customer is always right,” service quality has become a critical aspect in business success. Companies aim to provide the greatest possible experience for their customers, despite often having limited resources and time. This is why contact…

Do you remember the state of customer experience in Ukraine in 2022? Even before the full-scale invasion, Ukrainian companies with their own contact centers faced numerous challenges. These included a lack of funds for infrastructure and technology development, a shortage of…