Recently, I had the privilege of reviewing Tiffani Bova's new book, "The Experience Mindset." In it, Bova links customer experience best practices with people, culture, processes and technology. She ...

Delivering great customer experience—and fixing issues before customers even know there’s a problem—goes far beyond just your contact center. Your whole organization needs to be involved. Read this ...

Want to enhance your brand's customer experience strategies? Learn how with these five AI in CX best practices. Talkdesk’s Future of AI in the Contact Center report found that 84% of CX professionals ...

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Most consumers enjoy giving their 2 cents. However, as a business owner, I find that most customers prefer to put time and effort into writing a review versus providing any other form of feedback.

Designing and implementing a successful voice of customer strategy is no small feat. Goals need to be set, quantitative and qualitative data-gathering methods need to be chosen, and technology for ...

Every interaction between a company and a customer is an opportunity. For the company, it’s a chance to reinforce brand quality and value with the goal of achieving customer satisfaction and loyalty.

When was the last time your customer experience team sat down with your security experts? If the answer isn’t ‘recently’, your business might be more vulnerable than you think. As I read a recent ...

TROY, Mich.--(BUSINESS WIRE)--J.D. Power, a global leader in data analytics, today announced the J.D. Power Mobile App Platform Certification—Banking SM to recognize mobile app technology platform ...

A bipartisan trio of senators hope to advance new legislation aimed at improving and “streamlining” federal agencies’ customer service across platforms, in part by adopting practices already employed ...

WASHINGTON, DC - SEPTEMBER 21: Sen. Rob Portman (R-OH) speaks to Sen. Gary Peters (D-MI) at a hearing to discuss security threats 20 years after the 9/11 terrorist attacks at the U.S. Capitol on ...