Articles & Blogs

From data points to deep customer insights

Learn how to cut contact volume and protect your CX. Our blog shares practical strategies to help you gain full visibility into every interaction and address the issues that matter most to your customers.

Customer visibility

What is Your Customer Visibility Maturity Score? A 60-Second Diagnostic

Most customer operations don’t have a data problem. They have a clarity problem. You track the essential metrics:...

CSAT

The Magic CSAT Number: Why One Point Could be Worth 30% More Revenue

This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI....

Customer Experience Gap

Your Contact Centre’s Lack of Visibility is Causing an Experience Gap

The Experience Gap is real, and it’s being made worse by your lack of visibility. The good news...

When AI Customer Support Fails: Why High-Stakes CX Moments Still Need Humans

This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI....

Customer Conversation

How QA Turns Every Customer Conversation Into a Retention Strategy

Customer churn doesn’t start with lost sales, it starts in conversations.Refund friction, unresolved issues, confusing policies, and low-empathy...

Poor customer visibility

What is the True Cost of Poor Customer Visibility?

Poor customer visibility rarely looks like a data problem. It shows up as rising contact volumes, endless manual...

CX trends 2026

6 Customer Experience Trends That Will Redefine CX in 2026

This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI....

Real time anomaly detection call centre customer service

How Real-Time Anomaly Detection Transforms Retail Contact Centres During the Festive Season

Retail contact centres face intense pressure during the festive period and January returns surge. This article explains how...

Strong Customer Emotions

Strong Customer Emotion Spikes: The Signals Most Support Teams Miss

Strong emotions in customer conversations are easy to miss – not because teams don’t care, but because frustration,...

Shane Lynn, EdgeTier CEO, on stage at the CCE

Conversational Analytics: Earning CX a Seat at the Boardroom Table

Based on a recent talk at Contact Centre Expo Customer experience is supposed to be a priority. We...

Voice of the customer

Voice of the Customer Programs Explained: Challenges, Insights, and How to Get It Right

This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI....

Laptop and a sign that says Black Friday Sale

Black Friday Survival Guide for Contact Centre Leaders

Black Friday isn’t just a sales event – it’s a stress test for your contact centre’s people, systems,...

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EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error.
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We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues.
We relaunched our entire web and mobile platform earlier this year. Within the first few hours of go-live, EdgeTier flagged 3 critical issues that would have gone completely unnoticed.
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