Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the ...

Customer experience should be getting better. Companies are increasingly claiming to be customer-centric and appointing Chief Experience Officers to focus on improving CX. They are investing in AI and ...

This is the sixth year that I’ve compiled a set of customer experience-related predictions for the coming year. For each article, I gather together a set of predictions that have been sent to me over ...

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, ...

After two years of softness, Starbucks’ traffic rebound points to a familiar truth: experience moves the business before the ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

Vanguard, which built its reputation as a low-cost and investor-friendly brokerage firm, has seen criticism about its customer service in recent years. The CEO pointed to scenario planning and digital ...

You’re not alone: Companies and government agencies seem more difficult to deal with than ever before. Customer experience in the U.S. has declined for the third year in a row, according to research ...

Finding the right bank for you isn’t just about fees and interest rates. These banks set the gold standard for customer experience. David McMillin writes about credit cards, mortgages, banking, taxes ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

The mortgage industry is a highly competitive landscape with so many companies and mortgage professionals all vying for the same business. Especially in today’s marketplace when it can be infinitely ...