Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. I saw some great insights on how to do it in More Is More by ...

More and more, emojis are being used in customer service communications. Companies can learn a lot from consumer emoji usage by analyzing the underlying sentiment. As customer service has moved at a ...

Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

Whenever customer service employees or others in customer-facing positions are working with the public, they’re onstage. This is true whether the interaction is in real time (phone call, Zoom session, ...

Digital transformation has been a buzzword for decades, but the COVID pandemic increased the need for companies to adopt a digital-first mindset. Now, brands must understand not only their customers' ...

Opinions expressed by Entrepreneur contributors are their own. The pandemic accelerated a shift to ecommerce which continues to grow globally. Ecommerce sales are expected to surpass $1 trillion this ...

Opinions expressed by Entrepreneur contributors are their own. Customer service is an area that small business owners can easily overlook when they’re trying to balance priorities. Aside from making ...

In any given company, customer-facing team members are among the most important and impactful. Even those employees in entry-level or administrative positions are representing your organization to its ...

Let’s think through a hypothetical purchase journey. An individual is in the market for an air purifier, and she starts off by searching for [best air purifiers] in Google. Your ad shows up in results ...

AI-driven insights are reshaping customer experience (CX). What once felt experimental is now becoming a central part of how brands listen, respond and deliver value. With AI in CX, businesses can now ...