Jen Spencer is CEO of SmartBug Media—a full-service digital agency helping businesses get the most out of their full customer life cycle. Few companies would admit to not focusing on their customers.

STAMFORD, Conn.--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in ...

The narrative around AI for customer engagement paints a seductive picture: frictionless interactions and hyper-personalized experiences at the push of a button. However, implementing effective AI ...

Picture this: You're a customer living in a world where brands promise you the moon but deliver a handful of space dust. Here's the uncomfortable truth nobody wants to acknowledge at the next board ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

Reverse-engineer success. Reverse-engineering customer success by analyzing what already works allows for clearer, more impactful goals and strategies. Focus on metrics. Shift focus to actionable, ...

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. We’ve all experienced bad customer service. I tried to resolve a ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

New York City The Luxury Institute revealed Tuesday that luxury brands are failing to satisfy shoppers at this critical time in the industry, according to the association’s latest WealthSurvey. The ...

TL;DR at bottom<BR><BR>For Christmas I got a gift card to B&N, nice gift I like books. I remembered that I could be extra lazy and use the GC online, so I did. I ordered 6 books, 2 of which were ...