Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Oct 17, 2019, 01:14pm EDT Dec 15, 2020, 12:21pm EST This ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

The race to own customer experience is on! Companies are recognizing the importance of delivering an experience that makes them stand out from their competition. Some are learning the hard way. Last ...

Artificial intelligence (AI) is reshaping how businesses interpret the Voice of the Customer (VoC), elevating customer feedback to actionable insights for product enhancement and proactive service.

Traditionally, companies gather customer feedback and measure sentiment in a variety of ways, from surveys to satisfaction scores to support calls and focus groups. While these are important to ...

Strictly defined, a customer is someone who buys goods or services from a store or business. The word "client" can also mean "customer," according to most dictionaries, but it has a separate ...

VoC tools make excellent CX possible. Good customer experience remains a priority, meaning companies should look to optimizing voice of the customer solutions. Top tools include top technology. The ...

Successful companies understand the importance of customer feedback use customer research surveys to garner many types of information from consumers and business customers, explains Toolpack ...

As vaccinated millions step tentatively back into an in-person economy poised for growth, the relationships they had with companies they preferred before will resume — but on a trial basis. Spending ...

In business, you can’t improve what you’re not measuring—and today’s organizations typically measure progress and success with key performance indicators (KPIs). A successful business is synonymous ...

The mantra "The customer is always right" has been baked into the American retail experience. While it originated over a century ago, it's been perpetuated by companies like Amazon. The pandemic has ...

"The customer is always right" is an adage most people are inherently familiar with, whether or not they have experience working in customer service. Though its usage is ubiquitous, its alleged ...