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November 03, 2025

Viewpoints

Rethinking CX Metrics in the AI Era

The numbers that mattered yesterday won't get us where we need to go tomorrow. AI gives us the data, speed, and insight to finally align CX metrics with customer and business reality. (Featured on SmartCustomerService.com.)

The Undeniable Value of Soft Skills in Customer Service

Companies need to promote the improvement of soft skills among employees and consider them when hiring new staff. (Featured on SmartCustomerService.com.)