
CSR,
skill improvement,
learning,
Published on Thu May 15 2025
Updated on Thu Jul 10 2025
10 minute read
Language proficiency is becoming king in today’s modern job market. More and more companies are working with international clients or themselves are composed of people from all over the world. Companies are also looking to hire talent for customer support outside of the area where the language is usually spoken. Combine all that, and you get a situation where the need for immediate communication in a foreign language is paramount. That’s why each one of us should take the opportunity to make ourselves more desirable by becoming more proficient, and that is why today we’ll be looking at how to get a higher CEFR score.


Created at Thu Sep 17 2026
6 min read
Something happens when a technology concept outpaces the terminology we have to describe it. Across the customer experience landscape, vendors start applying the same label to wildly different things. For instance, industry leaders start buying into the AI label instead of its real operational capability. And somewhere between the pitch deck and the production environment, the real question gets lost: does any of this actually address a real operational need? Agentic AI has reached that stage.

Created at Fri Sep 11 2026
3 min read
This is an interesting thought experiment that is worth exploring for anyone involved in buying or selling enterprise services. Think about two companies in your industry that essentially offer the same services, but in an entirely different way. Banking is a good example. There are several European banks that have been continuously operating for almost 300 years. You can imagine how some of these bank branches look. I

Created at Fri Sep 11 2026
16 min read
When a single negative interaction sends more than 50% of customers to a competitor, CX is make-or-break for every brand. From goal and lever metrics to leading and lagging indicators, experience stats like customer satisfaction (CSAT) and net promoter score (NPS) to efficiency measures like average resolution time, team health factors, and even AI-powered customer service KPIs, learn everything you need to track to assess your customer