In recent years, we've heard quite a bit about digital transformation, a term that means different things to different people. It's often used to describe the transformation from brick-and-mortar to ...

Customer service approaches are becoming worse by the day—and it’s not just because so many companies are farming out theirs to foreign countries so people who speak English as a second language are ...

Building an effective customer service program starts with the attitudes of your customer service representatives. Customers are more likely to respond in a positive way when your customer service ...

Rent the Runway has restructured its customer service team with an emphasis on proactively helping customers rather than reacting after a problem is reported, CEO Jennifer Hyman said on a Q4 2024 ...

As business leaders grapple with the short- and long-term impacts of COVID-19, the potential risk to employees and customers from face-to-face interactions remains a vexing issue. Companies need to ...

Customers share a strong desire for recognition: to be seen, acknowledged and appreciated. If you incorporate this into your customer service approach, you’re destined for success. You’re headed for ...

Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

The integration of AI in customer service isn’t about choosing between technology and humanity—it’s about using machine intelligence to strengthen human relationships. The Fast Company Executive Board ...

Discover how a service-oriented approach and attention to detail can drive long-term success in real estate and other industries. Adopting a customer-centric approach is essential for cultivating ...

Litha Ramirez, executive director of the Experience Strategy and Design Group at SPR and other CX experts share their thoughts on the advantages of CX design. In an effort to provide a consistent, ...

With economic uncertainty in the headlines, consumer confidence is crossing stormy waters—changing expectations, thus driving consumer trends, and making it critical for businesses to stay on top of ...