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Jane Irene Kelly

Business and Technology Writer

Customer Experience

How to Create a Customer Experience Strategy: 7 Key Steps

Discover how a customer experience strategy can build loyalty, drive satisfaction, and boost retention.

Customer Experience

Top 5 Customer Experience Examples to Learn From

See top customer experience examples across industries and learn how leading brands deliver standout service moments.

Customer Experience

Customer Journey Touchpoints Explained and How to Identify Them

Explore customer journey touchpoints, their role in engagement, and how to identify and optimize them across channels.

Contact Center Quality Management: A Step-by-Step Guide for 2025

Quality management is essential to meeting your contact center KPIs. Do you have the right tactics and tech to take your QA process to the next level?

AI Contact Center: Benefits, Tools, and Real-World Examples

Discover real-case examples like MoneySolver, AutoNation, and Windstream. Using AI-powered quality assurance, analytics, and intelligent routing.

Customer Experience

Customer Service vs. Customer Experience: Key Differences

Discover customer service vs. customer experience differences, how they relate, and why both are vital to brand loyalty.

What Is Call Flow? Impact, Best Practices, and How to Manage

Learn what call flow is, why it matters in customer service, and how to improve support outcomes with best practices.

What Is Call Center Monitoring and Why Is It Important?

Learn how call center monitoring improves performance, customer satisfaction, and efficiency.

Customer Experience

What Is CSAT? Purpose, Benefits, and How to Measure It

Learn about Customer Satisfaction Score (CSAT) and best practices to improve customer happiness.