With the IT spending slump showing no undisputed signs of recovery, solution providers have been wracking their brains trying to strengthen their relationships with existing clients. Why? According to ...

Are you measuring and interacting with your satisfied customers? Learn why it's essential and five steps to understand their needs and improve your CX. When I logged in to the company Slack channel a ...

High-quality customer service is essential to the success of any business or organization. The ability to bring customers and clients back for additional business is key to expansion and ...

For decades, customer service was treated as a cost to be minimized — a department that existed to fix problems rather than fuel progress. But in today’s connected economy, every customer interaction ...

Alex Ross is cofounder & COO at Hire Horatio CX. Horatio CX manages the CX & other customer needs for today's fastest-growing brands. Every brand and business wants to fully understand their customers ...

Members of Fast Company Executive Board share their expert insights. [Image: Courtesy of the individual members.] The Fast Company Executive Board is a private, fee-based network of influential ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Download this free, practical guide to discover how to track CX efforts within your organisation – and how to improve it. B2B Marketing research found two-thirds of marketers intend to place more ...

Forbes contributors publish independent expert analyses and insights. Rodger Dean Duncan covers leadership issues important to the workplace “Do what you do so well that people will want to see it ...

Churn is more than outright defection; it can also include silent attrition, where customers remain nominally active but reduce engagement, spending, or product adoption. High churn rates erode ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...