When you look up the definition of a "cost center," it probably refers to an essential but non-profitable part of a business. In many cases, the customer service (CS) function is explicitly viewed as ...

In the recent event "How Delivering Against Consumer Core Values Will Help Drive Business Growth," experts share how to understand and tap into customer values. Demographics don't tell the whole story ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

When combining tech and human interaction at the core of your business, you can show your customers you care about bettering humanity by providing a truly meaningful service. The Fast Company ...

If you're competing on price, you'll never achieve maximum profitability. Instead, everyone's job must become value creation. But are you sure that you're providing value to your customers? Even if ...

Customers are having a harder time than ever getting service from the companies they do business with, regardless of how much they spend, how long they've been a customer, or how profitable they are ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond. Beyond NPS metrics. Customer experience metrics are evolving.

They were each a nice set of corporate values that were ignored by the organization’s leaders. The first set belonged to Enron, which got brought down by a complete lack of integrity. The second set ...

Every contact center provider tells me that customer satisfaction scores (CSAT) matters, but every customer service interaction confirms the opposite. This observation caused me to write “CX Doesn’t ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...