Forbes contributors publish independent expert analyses and insights. Harry Kraemer, Jr. is a professor at the Kellogg School of Management. The first time Frank showed up in my office with a light ...

As businesses set new goals and standards for themselves in the new year, they should place extra emphasis on retaining customers and acting upon the valuable feedback they receive. Embracing customer ...

Banks often struggle to get a unified voice of the customer across channels, including feedback from call centers, chatbot messages, social media and branches. Much of the data they collect is siloed ...