As we move into the final stretch of the year, the age-old question resurfaces: What happens to the job market in the lead up to Christmas?

Genesys Cloud gives contact centres incredible flexibility and scalability. But when it comes to analytics, many organisations are still relying on manual processes to bridge

What is a CX metrics framework and why should leaders care? Executives drive outcomes when they define, measure, and manage customer experience with the same

What are vanity metrics and why do smart teams still use them? Leaders chase numbers that look good because numbers that look good feel safe.

What do “leading” and “lagging” indicators actually mean? Leaders in Customer Experience and Service Transformation need crisp definitions before they choose metrics. Leading indicators are

Why do leaders need a metrics checklist now? Executives face pressure to prove that customer experience investments drive revenue, reduce cost to serve, and mitigate