--- title: Resource Library | Robert Cowie description: Robert Cowie has over 30 years of experience in the consumer electronics and television broadcast industries leading transformational projects in Customer Experience and Brand Loyalty, Customer Service and Support, Continuing Process Improvement, and Cross-Cultural Team Building. Robert has been recognized for improving customer experience and product quality, reducing costs, enhancing productivity, project management, and building cross divisional relationships. He currently is a Customer Experience Partner for SERVICE 800. --- - [**](https://www.twitter.com/service800) - [**](https://www.linkedin.com/company/service-800) [![S800_Logo_Transition_web-879308-edited](https://www.service800.com/hs-fs/hubfs/SERVICE_800_Logos/S800_Logo_Transition_web-879308-edited.png?width=250&name=S800_Logo_Transition_web-879308-edited.png "S800_Logo_Transition_web-879308-edited")](https://www.service800.com) ### [**Login to eSMART**](https://esmart.service800.com/Login.aspx) ![10.jpg](https://cdn2.hubspot.net/hub/2333817/hubfs/Assets/Hero_Banners/1920x400/10.jpg?width=1920&name=10.jpg "10.jpg") ## SERVICE 800 Resources #### Blog Posts, Success Stories, and White Papers ### Robert Cowie Robert Cowie has over 30 years of experience in the consumer electronics and television broadcast industries leading transformational projects in Customer Experience and Brand Loyalty, Customer Service and Support, Continuing Process Improvement, and Cross-Cultural Team Building. Robert has been recognized for improving customer experience and product quality, reducing costs, enhancing productivity, project management, and building cross divisional relationships. He currently is a Customer Experience Partner for SERVICE 800. [**](https://www.linkedin.com/in/rscowie/) ### Recent Posts [![composite image of a man looking at a computer screen, a image of customer satisfaction scores from one star to 5 stars, a bar graph and the words customer satisfaction.](https://www.service800.com/hubfs/Blog%20image%20May%202023.jpg) ](https://www.service800.com/resources/why-are-cx-scores-declining) ### [Why are CX Scores Declining](https://www.service800.com/resources/why-are-cx-scores-declining) in [CX Blog](https://www.service800.com/resources/topic/cx-blog) on 5/2/23 3:53 PM By [Robert Cowie](https://www.service800.com/resources/author/robert-cowie) [Leave a comment](https://www.service800.com/resources/why-are-cx-scores-declining/#comments-listing) Many businesses have seen their CX scores decrease in 2022 after rebounding from the declines seen during the pandemic. What is causing this decrease and more importantly what can you do to reverse this trend? [Read More](https://www.service800.com/resources/why-are-cx-scores-declining) [![](https://www.service800.com/hubfs/March%202023%20Blog%20image.png) ](https://www.service800.com/resources/nps-vs.-ces-vs.-csat) ### [NPS vs. CES vs. CSAT](https://www.service800.com/resources/nps-vs.-ces-vs.-csat) in [Customer Satisfaction Surveys](https://www.service800.com/resources/topic/customer-satisfaction-surveys) on 3/28/23 2:30 PM By [Robert Cowie](https://www.service800.com/resources/author/robert-cowie) [Leave a comment](https://www.service800.com/resources/nps-vs.-ces-vs.-csat/#comments-listing) Measuring customer experience is an essential part of any customer experience program and there are several metrics that businesses can use to measure and track customer experience. This blog will explore the top three CX metrics used today by companies around the world,Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT). [Read More](https://www.service800.com/resources/nps-vs.-ces-vs.-csat) [![composite image of people meeting in a one on one conversation](https://www.service800.com/hubfs/FEb%20blog%20title%20photo.png) ](https://www.service800.com/resources/the-role-of-managers-and-supervisors-in-a-cx-program) ### [The Role of Managers and Supervisors in a CX Program](https://www.service800.com/resources/the-role-of-managers-and-supervisors-in-a-cx-program) in [CX Blog](https://www.service800.com/resources/topic/cx-blog) on 2/28/23 12:23 PM By [Robert Cowie](https://www.service800.com/resources/author/robert-cowie) [Leave a comment](https://www.service800.com/resources/the-role-of-managers-and-supervisors-in-a-cx-program/#comments-listing) Throughout this blog series, we will examine different components and their significance in creating an effective customer experience (CX) program for businesses and organizations. When these elements come together cohesively, they aid in producing a distinctive customer experience that sets companies apart. This blog will focus on the role of middle management within a CX program. [Read More](https://www.service800.com/resources/the-role-of-managers-and-supervisors-in-a-cx-program) [![Multiple images of customer experiences](https://www.service800.com/hubfs/Blog%20main%20image.png) ](https://www.service800.com/resources/the-state-of-customer-experience-in-2023) ### [The State of Customer Experience in 2023](https://www.service800.com/resources/the-state-of-customer-experience-in-2023) on 1/30/23 12:53 PM By [Robert Cowie](https://www.service800.com/resources/author/robert-cowie) [Leave a comment](https://www.service800.com/resources/the-state-of-customer-experience-in-2023/#comments-listing) As we enter a new year, it is time again to look at the current state of customer experience, recommendations for how businesses can deliver on their customer experience promises, and the impacts and trends happening within 2023. Impacts to businesses in 2023 First let’s take a look at what will be impacting businesses throughout 2023 such as the changes brought about from the pandemic, the increased use of artificial intelligence and automation by businesses worldwide, and the economic threat brought on by inflation. [Read More](https://www.service800.com/resources/the-state-of-customer-experience-in-2023) [All posts](https://www.service800.com/resources/all) ## Featured Blog Posts ![](https://www.service800.com/hubfs/Blog%20image%20May%202023.jpg) #### [Why are CX Scores Declining](https://www.service800.com/resources/why-are-cx-scores-declining) ![](https://www.service800.com/hubfs/March%202023%20Blog%20image.png) #### [NPS vs. CES vs. CSAT](https://www.service800.com/resources/nps-vs.-ces-vs.-csat) ![](https://www.service800.com/hubfs/FEb%20blog%20title%20photo.png) #### [The Role of Managers and Supervisors in a CX Program](https://www.service800.com/resources/the-role-of-managers-and-supervisors-in-a-cx-program) ![](https://www.service800.com/hubfs/Blog%20main%20image.png) #### [The State of Customer Experience in 2023](https://www.service800.com/resources/the-state-of-customer-experience-in-2023) ### Posts by Tag - [CX Blog (27)](https://www.service800.com/resources/topic/cx-blog) - [Customer Experience (8)](https://www.service800.com/resources/topic/customer-experience) - [Customer Satisfaction Surveys (8)](https://www.service800.com/resources/topic/customer-satisfaction-surveys) - [Success Story (4)](https://www.service800.com/resources/topic/success-story) - [Customer Satisfaction (3)](https://www.service800.com/resources/topic/customer-satisfaction) - [Press Release (1)](https://www.service800.com/resources/topic/press-release) [see all](https://www.service800.com/resources/author/robert-cowie#) ## Headquarters #### Minneapolis #### US Main Line: 952-475-3747 #### US Toll free: 833-415-3324 #### London #### UK: +44 020 3868 5449 ## Association Partners [![CompTIA](https://www.service800.com/hs-fs/hubfs/images/Associations/CompTIA.jpg?width=75&name=CompTIA.jpg)](https://www.comptia.org)[![CXPA](https://www.service800.com/hs-fs/hubfs/images/Associations/CXPA.jpg?width=75&name=CXPA.jpg)](https://www.cxpa.org)[![TSIA](https://www.service800.com/hs-fs/hubfs/images/Associations/TSIA.jpg?width=75&name=TSIA.jpg)](https://www.tsia.com)   ## Stay Connected With Us - [**](https://www.service800.com/resources/author/www.twitter.com/service800) - [**](https://www.service800.com/resources/author/www.linkedin.com/company/service-800) ![S800_Logo_Transition - White](https://www.service800.com/hs-fs/hubfs/SERVICE_800_Logos/S800_Logo_Transition%20-%20White.png?width=1907&height=763&name=S800_Logo_Transition%20-%20White.png) [**](https://www.twitter.com/service800) [**](https://www.linkedin.com/company/service-800) 2026 All rights reserved. **