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CX-News: Jan 8, 2026 – Stay updated on products you’re using
Welcome to Customer Experience News, a place to learn about updates and releases from all of the tools that are building solutions for Customer Support, Success, and Growth.…
4 min read
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Partner Your Support Team During Holidays — How to Scale Support Operations
Support volume reduces during holidays and year-end. Your team’s available, bored, and feeling regretful to have a Support position when the rest of the company is offline. Most…
4 min read
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Build Customer Support OKRs That Drive Results
Your support team closes 1,200 tickets per week. Your CSAT sits at 91%. Average response time is under 2 hours. And the company is still losing customers. in…
4 min read
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Customer Support shouldn’t find out about product launches from customers
How shocking is it to find out about a feature because a customer reached out and asked Support how it worked?Is your Support team finding out about product…
4 min read
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Do customers NEED to call you?
“When the VP asked me to start supporting customers over the phone, I told him no. “ In this series called “Slow the flow” we’re talking about different…
4 min read
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The real AI Chatbot metrics that matter
Today, I’m talking about one of the most misunderstood aspects of AI support implementation: how to measure success. We’re in a technological shift of understanding how AI chatbots…
4 min read
