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• The Role of VoC Programs in CX: A Conversation with Ben Motteram

  This post first appeared on Help Desk Migration's website. Customer expectations are shifting, and businesses that ignore them risk being
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• The Shortcomings of NPS and How AI Can Elevate It

  Dr. Luke Soon once again collaborated with me on this post. Developed in 2003, NPS (Net Promoter Score) is a
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• Improve CSAT with Generative AI and Elevate CX

  This post first appeared on Sprinklr's blog in June, 2024. In a world where the cost of operating a business
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