The CX Coach Blog

What’s a CX Audit?
Kristen Szustakowski Kristen Szustakowski

What’s a CX Audit?

Companies with superior customer experiences achieve higher customer loyalty and more revenue growth. This is where the need for a Customer Experience Audit or CX Audit comes into play.


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What Does A Consultant for Customer Service Do?
Kristen Szustakowski Kristen Szustakowski

What Does A Consultant for Customer Service Do?

A customer experience (CX) consultant focuses on optimizing every touchpoint a customer has with a business - not just the service interactions. From the first website visit, to product delivery, and filing a claim or return, A CX consultant’s job is to ensure each step meets or exceeds customer expectations. The result? Happier customers, higher loyalty, and better business outcomes.


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Developing an Effective Contact Center Strategy for Customer Service Success
Kristen Szustakowski Kristen Szustakowski

Developing an Effective Contact Center Strategy for Customer Service Success

Success depends on more than selecting the right partner. By understanding varying support levels, evaluating internal resources, designing a balanced partnership, appointing a dedicated relationship manager, and fostering a strong brand connection, you can set your BPO up for sustained success.

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How to Build Valuable CX Reporting
Kristen Szustakowski Kristen Szustakowski

How to Build Valuable CX Reporting

Creating meaningful reports requires moving beyond out-of-the-box dashboards. Leaders need to leverage platform data and build custom customer experience reports tailored to the unique needs of their organization. These reports enable them to make well-informed decisions and drive meaningful improvements.


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The Benefits of AI For Customer Experience
Kristen Szustakowski Kristen Szustakowski

The Benefits of AI For Customer Experience

Generative AI will be the next agent of change, shifting how customers get their information, and evolving the nature of work for customer service team members.

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How to Improve Contact Center Performance
Kristen Szustakowski Kristen Szustakowski

How to Improve Contact Center Performance

At some point in your online store’s upward success, you may become frustrated with your contact center quality. They used to be great, but now they’re not. It may have to do with how well the brand scaled alongside the center.

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How Online Retail Executives View AI in Customer Service
Kristen Szustakowski Kristen Szustakowski

How Online Retail Executives View AI in Customer Service

Businesses are changing how they operate, and fast. It’s left some customer service agents wondering if this revolutionary advancement will completely replace their roles.

With this in mind, I surveyed 100 Owners and CEOs of online retail brands between 10 and 250 employees to better understand their priorities for their CX Department with the introduction of generative AI.

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4 Valuable Trainings for Customer Service Agents
Kristen Szustakowski Kristen Szustakowski

4 Valuable Trainings for Customer Service Agents

There’s lots of opportunities to continue developing your customer service team such as through accessibility training, DEI training, improv training, and mindset training for better performance results.

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When to Make Exceptions to Your Return Policy
Kristen Szustakowski Kristen Szustakowski

When to Make Exceptions to Your Return Policy

Making exceptions for returns is a strategic move aimed at boosting customer satisfaction and loyalty. By considering customer history, the reason for the return, and the broader impact on your business, you can make a return an opportunity for a positive customer experience.

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How To Give Service Agents More Control of Their Time
Kristen Szustakowski Kristen Szustakowski

How To Give Service Agents More Control of Their Time

How do these new workplace shifts fit into the life of a customer service agent, whose performance may be measured by productivity numbers and whose schedule is likely dictated by customer service volume?

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Your Team’s Energy Level Sets Your Customer Experience
Kristen Szustakowski Kristen Szustakowski

Your Team’s Energy Level Sets Your Customer Experience

Your team’s energy impacts the customer experience. Imagine calling a customer service line and being assisted by someone with Level 4 energy, rooted in service, who will do anything to help you. Compare that to someone in Level 3 energy, who will help you… a little begrudgingly. Or someone in Level 2 energy who actually gets a little pleasure out of saying no, and most certainly does not want feedback on how that interaction could have gone better.

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4 Grounding Techniques for Service Agents
Kristen Szustakowski Kristen Szustakowski

4 Grounding Techniques for Service Agents

Customer service agents have a demanding role and can't always take a break. These immediate grounding techniques help customer service agents clear their mind.

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