Once they reach school, don’t young people start to think of themselves as students as opposed to customers? Yes and no. As the so-called customer service revolution has reached across the private and ...

Insights and actionable data. Customer journey analytics require interdepartmental communication and collaboration to be effective. Insights will often impact multiple departments within a business, ...

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.

I guarantee you’ll find this article eye-opening. Actually, that’s rather hollow as far as guarantees go. There’s no clear definition of what constitutes “eye-opening,” nor is there specificity around ...

Successfully injecting generative artificial intelligence (AI) into customer service requires a systematic approach. Improving the customer experience using generative AI solutions is about ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

When you have to call a customer service line, where's your patience on a scale of 1-10? "Most people start at a nine or nine-and-a-half," says Amas Tenumah, who wrote a book called Waiting for ...