Why Customer Satisfaction Is Falling While CX Budgets Keep Rising
CX budgets have never been higher, yet satisfaction scores keep declining. Here is what is driving the gap, and what leading organisations do differently. Share on Table of contents Companies have never invested more in customer experience. And yet, according to the 2025 Forrester CX Index, 25% of US brands saw their satisfaction score decline […]
Outsourcing vs In-House Customer Service: How to Make the Right Decision
Should you manage your customer service in-house, or entrust it to a specialist provider? There is no universal answer. Share on Table of contents Few decisions are more structurally significant for a leadership team than this one: should you manage your customer service in-house, or entrust it to a specialist provider? There is no universal […]
