Customer Experience
Key Takeaways: Most companies design customer journeys from the inside out (what’s easy for the organization) rather than outside in (what’s easy for customers). The
January 26, 2026
Key Takeaways: Most companies design customer journeys from the inside out (what’s easy for the organization) rather than outside in (what’s easy for customers). The
Key Takeaways: Real cost savings come from eliminating waste and improving efficiency—not knee-jerk budget cuts that damage customer experience and agent morale. The three biggest