Sun.Jun 23, 2024

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The Double Agents of CX: Who are they and what do they do?


The Double Agents of CX: Who are they and what do they do? For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. “But what are you talking about?”, you might be asking, well, let me explain to you better. According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”.

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Top 5 Customer Service & CX Articles for Week of June 24, 2024


Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Customer Experience Gets Worse. Again. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots.

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Mid-market brokers and intermediaries will continue to drive insurance M&A

West Monroe

Along with deal-making across a number of industries, merger and acquisition deal volume in the insurance space slowed over the past several years. According to S&P Global Market Intelligence data, the number of private equity and venture capital deals, in particular, dropped 28% in 2023, as investors grappled with high interest rates. However, over one-half of the total 2023 deal value for PE-backed insurance transactions involved brokers.