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 ...

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.

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 ...

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, ...

As companies turn to AI agents to solve manpower constraints, over nine in 10 APAC consumers say they want clear explanations for AI-driven decisions ...

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 ...

Even though enterprises believe that consistently delivering positive customer interactions is very important to business success, nearly six in 10 industry leaders say their businesses aren’t very ...

That is just a three-year window, and you may expect that high-profile firms like those on the 500 list may value the traditional human touch — and pay for it — more so than less deep-pocketed ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.