This course examines the customer experience when navigating physical and virtual service environments. It explores the theory and practice regarding customer experience. The fourth number of the ...

After hours on hold, I was told everything was sorted and I’d receive a follow-up email within 24 hours. Days passed and nothing happened.

The role of artificial intelligence in customer experience begins with the relevance of the words themselves. As customers, we clearly want our service to be an intelligent interaction ...

Conducting a Touch-Point Assessment Managing your customer experience is an ongoing and evolutionary process that takes time and cross-functional commitment if it is to deliver significant results.

Technology is revolutionizing every industry, including health insurance. The advent of innovative health insurance ...

Customer experience (CX) is widely, and rightly, acknowledged to be one of the pharmaceutical industry’s top strategic priorities. It can be a matter of life or death in healthcare, where ...

Drive results and business success with better tracking of these indicators. Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for ...

Improving customer experience is essential to business success. Companies are increasingly using AI-powered text analysis to ...

What’s going on in the world of customer experience? No better way to answer that question than by getting on the ground and attending some CX industry tradeshows. There are plenty of customer ...

Customer satisfaction in the U.S. declines 0.8% to 77.3 in Q4 2024, according to the American Customer Satisfaction Index.

“The tech and retail industry is evolving from point solutions for last-mile management and customer ... logistical efficiency and a quality customer experience to generate significant gains ...