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How Human Connection Wins Every Time. What It Means for Your Customer Experience Strategy Let's get one thing straight: CX scripts aren't dead. They're just having the biggest glow-up of their professional lives. This shift sits at the centre of CX innovation and smarter AI in customer experience. If you're still thinking of scripts as those robotic, soul-crushing word-for-word mandates that make your customer service team sound like ChatGPT bots, you're about five years b

7 Mistakes You're Making with Cross-Department Alignment + How to Fix Them Here's the hard truth: Your customer experience is failing, and it's not because your support team isn't trying hard enough. It's failing because your marketing team is making promises your product team can't deliver. Because your sales team is selling solutions your support team has never heard of. Because your operations team is optimising for efficiency while your customer success team is optimisin