CX vs. UX: I’m often asked what’s the difference. CX (short for customer experience) and UX (short for user experience) are sometimes used interchangeably. But they have different agendas and focal areas. The best way to think about CX vs. UX is that customer experience spans the ENTIRE customer journey. UX is a piece of […]
Last updated: October 21, 2025 Companies depend on enthusiastic customers to grow and thrive. And yet, customer satisfaction remains elusive. As of Q2 2025, the American Customer Satisfaction Index average is 76.9; while typically, the XM Institute reports an average Net Promoter Score of 15. Why are so many companies still earning a C grade […]
In 1620, Francis Bacon broke with the conventions of his time by articulating a new approach to investigating nature. It’s what we now call the Scientific Method, a way of thinking which remains the gold standard for how we comprehend the world today. Instead of looking to fate or mysticism to explain nature, the Scientific […]
Last Updated: May 22, 2025 Great customer service doesn’t happen by accident. At Interaction Metrics, we’ve evaluated thousands of service interactions—and surveyed just as many customers—to understand what works and what fails when it comes to communicating with and supporting customers. What we’ve seen is that even well-meaning support teams underwhelm if they don’t have […]
Written by Martha Brooke. No fluff. Zero noise.
"*" indicates required fields