Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. To learn that your company, division or department has ...

Wondering how many people in the United States have a smartphone? If you poll 20 people on the street, your survey won’t be representative of the entire American population. But if you just want to ...

Whenever you design a sample for a CX project, you lay an indispensable foundation for creating reliable and functional insights for your organization. For too many, improving customer experience ...

Companies do customer service research to measure the customer's satisfaction level with the customer service department. Customer service performance can be measured by observation, personal ...

Customer satisfaction surveys are used by small business owners to gauge how the company is perceived by the patrons they service. Organizing a survey is the first step in assessing customer reaction ...

PHOENIX--(BUSINESS WIRE)--Nearly two-thirds of customer service agents are satisfied in their jobs and millennials, the largest workforce demographic, are even more so with 70 percent of them saying ...

If you've ever wanted to complain to customer service — about customer service — you're not alone. According to the National Customer Rage Survey released last month, 74% of Americans reported having ...