Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...

TROY, Mich.: 1 Feb. 2024 — Overall wireless customer care satisfaction has increased thanks to a boost in satisfaction with digital channels, according to the J.D. Power 2024 U.S. Wireless Customer ...

Customers can ask a simple question to a virtual shopping assistant and connect with a company representative for a more complex issue. With advances in technology come opportunities to improve ...

How leading companies like Ulta Beauty and Liberty London are harnessing AI to enhance customer experience, from personalization to efficiency. Customer experience (CX) teams are implementing ...

Have you ever waited in a queue to have a driver’s license renewed and felt your frustration levels rising at the apparent lack of urgency, compassion and accountability? What can you do? You must ...

Forbes contributors publish independent expert analyses and insights. Sherzod Odilov covers organizational transformation and innovation. When your business undergoes a major transformation, whether ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Successful healthcare organizations can distinguish between the patient experience and the customer experience. Healthcare organizations need to focus on both the patient experience and the customer ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

Customer experience isn’t necessarily intangible, it’s just difficult to describe and therefore get right. Our guest today on the Tech Means Business podcast has been helping companies create ...

All insurtechs have something in common: they promise to improve the customer experience over traditional players. And yet I’m surprised to see that many of them have decided to focus more on the tech ...