Resources

Perspectives on human-first customer experience.

Long-form thinking on CX, contact centers, live chat, and the shift from customers to humans. Free to read. No gating.

Whitepapers

Opinion, research, and strategy — written for people who actually build CX teams.

A freediver moves through deep blue water — a metaphor for returning to the human experience.

Customer Experience 5 min read

Metamorphosis of CX: The Human Experience

Customer-centric businesses may miss out on forging meaningful connections with humans.

Read the whitepaper

A stylized hand forms a finger-heart gesture beneath a floating red heart — service built on connection.

Contact Center Strategy 6 min read

Don’t just take calls. Build connections.

Perfect scorecards may not always translate into meaningful relationships with customers.

Read the whitepaper

Bold typographic artwork reading “Is it?” on a dotted paper background.

Workplace Culture 7 min read

Is the customer always right?

The “gospel truth” is a common cliché.

Read the whitepaper

Hands hold up phones with speech bubbles — live chat in action.

Live Chat 4 min read

It’s a-Live: Why live chat is still a kick-ass CX strategy

Live chat is far from dead; in fact, it still is a force to reckon with in the CX world.

Read the whitepaper

Two yellow post boxes labeled Incoming Tickets and Resolved Tickets with a warning icon — depicting a ticket backlog.

Support Operations 4 min read

How to clear a ticket backlog

Backlogs can be intimidating and pressure-inducing for the whole team. But things aren’t that bleak.

Read the whitepaper

Case Studies

Real stories from our agents and the customers whose days they’ve changed.

A smiling customer holds a handwritten card reading Travis is great — a testimonial about ChatPandas agent Travis Alford.

Customer Story 5 min read

Heartful CX: Service Beyond Expectations

How one of our agents, Travis Alford, empowered a customer in his 70s to navigate the digital world — and earned a handwritten “Travis is great!” in return.

Read the case study