“Internet-based customer service mechanisms, such as email and online chat features, consistently trump call centers in retail and a host of other service industries for ease-of-use and overall ...

— his 35 years in fixed ops, Bob Cawley has heard his share of advice. He has been told about new gadgets, the latest and greatest processes and bold "out-of-the-box thinking." To it all, Cawley says, ...

Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

Responsiveness is crucial for customer retention and shows customers they are a priority. Authenticity in customer interactions enhances the customer experience, with personal engagement often ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

Q: I’m curious about providing “wow experiences” for our customers as a way to elevate the customer service we’re currently providing. Candidly, we have so much trouble just getting through the day ...

Ayaneo intends to overhaul its customer service and is putting things on hold until it can get everything squeaky clean.

CXA enhances personalization. Customer experience automation uses real-time data and AI to deliver personalized, relevant experiences across multiple touchpoints. Scalable customer journeys. CXA ...

Insights and actionable data. Customer journey analytics require interdepartmental communication and collaboration to be effective. Insights will often impact multiple departments within a business, ...