Frankie Toboyek
Product Marketing Manager
Frankie Toboyek is Product Marketing Manager who contributes valuable content and insights.
Published Content
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Campaigns Aren’t Journeys: Why Your Customer Experience Management Strategy Needs More Than Campaign Management
How often do you scan your inbox and notice many of the emails aren’t relevant to you or interests? You’d think you weren’t being personalized to, and that the brands sending you these irrelevant...
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Make 2025 a Year to ‘Forget’ in Customer Experiences
Going into 2025, your internal teams may be brainstorming ways to dazzle your customers. “What can we do to make this interaction stand out? To give it the wow factor?” While “wow!” experiences are...
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What Is Time to Resolution?
On the front lines of customer care, every second counts. When someone reaches out for help, they want answers fast. That’s where time to resolution (TTR) comes in.
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Why You Should Invest in Preemptive Customer Service
The best way to understand preemptive customer service is to compare it to the other levels: reactive (or traditional) customer service and proactive customer service.