The success of a business is directly related to customer satisfaction, so prioritizing customers and building sustainable ...

A recent survey shows Americans are more unhappy with the customer service they're getting than ever. The poor guy above has been on hold for 24 months (we assume — it's a stock photo). Who are they?

When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

CX Connect 2023 is a FREE virtual event from the team that brings you the CRM Evolution, SpeechTEK, and Smart Customer Service conferences, as well as CRM and Speech Technology magazines and ...

Every October, Customer Service Week reminds us that service isn’t just about processes - it’s about people. This year’s theme, Mission: Possible, speaks directly to our reality: every customer ...

Customer data platforms (CDPs) first gained popularity among marketing users as the technology tackled the marketing function’s complex customer data management challenges. These challenges included ...