Nicole Kyle is Managing Director and co-founder of CMP Research, the Customer Management Practice's dedicated independent insights and research & advisory service. All of which means she has a lot to say about what's working and what's not in customer service and CX efforts, and how organizations are navigating the new customer "normal" which pretty much looks like it's here to stay.

In this wide-ranging conversation, Nicole reveals what's behind the latest data and how brands can leverage those insights to create better experiences and better relationships with their customers.