In attempting to gain loyalty, most customer service organizations concentrate on improving service experience quality, but new research from Gartner shows that such efforts aren’t enough to boost ...

Technology is definitely a big part of customer experience, but it's only one third of the equation. Customer experience (CX) is one of the broadest terms we use to describe a specific category of ...

As customer-minded companies gain ground, it’s more important than ever for companies of all sizes to understand the Customer (with a capital ‘C’). We’re in the midst of an evolution in how ...

We have talked about why great customer service is important and what it means to have good customer service. Now, let us talk about how to implement great customer service in your company. As a small ...

Do happy employees lead to happy customers? It probably doesn't hurt, but it also does not capture the full story. "Happiness" is not a clear strategy. The role employees play in delivering the modern ...

For consumers the future of customer service cannot come soon enough. The customer experience landscape is ripe for disruption. Companies are slowly making progress toward more seamless and simpler ...