Think back to a time when you had an outstanding customer experience — one so memorable that you couldn't help but tell your friends about it. More often than not, it wasn't just about meeting ...

While sitting on a delayed train last week, I overheard two conversations. While a pair of elderly gentlemen discussed writing a letter of complaint, a pair of teenagers had already fired a Tweet to ...

Small businesses are always looking for ways to reduce friction for existing customers. AI-powered automation can help.

Everyone knows that bad customer experiences negatively impact customer loyalty, brand image, and a business's bottom line. With this in mind, businesses strive to not just meet, but exceed, customer ...

We've all heard the phrase, "underpromise and overdeliver." Unfortunately, I often see businesses that tend to "overpromise and underdeliver," failing to meet customers' expectations. For me, it all ...

Companies today are more focused than ever on delivering a great customer experience, and rightly so — a business that consistently satisfies and delights customers gains an incredible competitive ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...

Bad customer experiences could cost organizations throughout the world $3.7 trillion annually. That’s according to new research by the experience management company Qualtrics. This figure is up 19% ...

According to the second annual NRF Foundation/American Express Customer Service Survey, online retailer Amazon.com is the nation's top company for customer service. Amazon.com is followed by Nordstrom ...