By Amanda AKUSHIE Customer experience is still widely misunderstood in many organizations. It is often treated as a frontline issue, something to be managed through customer service training, ...

MSPs are best-situated to grow their existing business when they document common processes and evaluate every single interaction with clients, according to a ConnectWise leader. Service excellence is ...

Artificial intelligence (AI) has emerged as the most transformative force in business in recent memory, and it is already reshaping the way companies interact with customers. Understanding this impact ...

Higher sales volume on car dealership lots is inevitably returning. That means more deals being drafted and more customers entering the finance and insurance office. Once there, a car buyer is in a ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in ...

As organizations scale customer experience, technical delivery, and business operations, leaders are rethinking how work gets ...

Research by consultant Accenture forecasts the economic impact of generative artificial intelligence (AI) in the enterprise. The 2024 report suggests more than $10.3 trillion in additional economic ...

Value stream alignment. Define value streams using the customer lifecycle to guide digital transformation and improve efficiency while prioritizing customer experience. Agile strategy approach. Use ...

Experiences are, at their core, emotional for customers. Whether it’s the frustration of being stuck in a middle seat on a long flight, the excitement of waiting hours to taste a special meal, the ...

CHICAGO--(BUSINESS WIRE)--CCC Intelligent Solutions Inc. (CCC), a leading cloud platform powering the P&C insurance economy, today released the findings from its Moments of Truth study identifying the ...