Take the word “no” out of your vocabulary. Instead, we find a way to give them a “Yes, and….” The best customer service salespeople talk only 30% of the time because the other 70%, they spend ...

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

Findings Also Show 69% of Customers Would Switch From Human Service to Automation – As Long as It Resolves Their Issue New survey research from Verint® reveals 79% of respondents would switch to a ...

While sitting on a delayed train last week, I overheard two conversations. While a pair of elderly gentlemen discussed writing a letter of complaint, a pair of teenagers had already fired a Tweet to ...

As customer expectations evolve, basic amenities and standard services are no longer sufficient to captivate modern, experience-savvy guests. This consumer mindset shift mandates an industry ...

The landscape of brand-customer relationships has shifted dramatically over the past few years, and there’s no question that customers today wield unprecedented power in this space, demanding more ...

Customer communications are becoming a strategic business priority as organizations work to meet rising customer expectations, respond to expanding regulatory requirements, and evaluate the role of ...

Artificial intelligence (AI) can be leveraged by hospitality companies to meet or even exceed customers' expectations, according to a framework proposed by researchers in the Penn State School of ...

Now more than ever, CEOs, marketers and customer experience leaders face the challenge of integrating customer expectations with rapid technological advances. Leaders have to learn how to balance ...

Even in a blazingly fast, digital-first world, our society’s relentless pursuit of procedural and experiential optimization is probably always going to have a stubborn wrench stuck in the gears: ...