Social media has greatly enhanced how we communicate with one another, discover new interests and hobbies, find work or business opportunities, and engage with customers who find us through a variety ...

Pandemic fatigue has taken its toll, chatbots are gaining ground, but for now the phone is still king of customer service channels. Customer experience has taken on a new level of importance for ...

As building and maintaining customer trust becomes integral to long-term success, US customer experience (CX) leaders are stepping up with new strategies and tools aimed at strengthening brand ...

It’s scary to realize how badly poor customer service can affect the customer experience and the overall reputation and profits of brands and organizations. Recent surveys have revealed that just one ...

Customer service stories often surface in a negative light—a service wasn’t cancelled, no one responded to a problem, or a company didn’t deliver on its promise. In fact, nearly one-third of consumers ...

We are a team of writers, experimenters and researchers providing you with the best advice with zero bias or partiality. First impressions go a long way and that is certainly true when it comes to ...

Competing on price or product is no longer a viable option for businesses of any size, but this is particularly true for small and medium-sized enterprises (SMEs), where resources don’t stretch as far ...

PHOENIX — Phoenix Sky Harbor is ranked as the 13th busiest airport in the United States with about 22 million passengers, a big drop from pre-COVID numbers when Sky Harbor was ranked 6th. Overall, ...

Zendesk has been offering customers the ability to track customer service statistics for some time, but it has always been a look back. Today, the company announced a new product called Explore ...

Over the last few weeks we’ve scoured the net for some relevant statistics and stories regarding the first “building block” of digital transformation: Customer Experience. For those of you who missed ...