Customer service is part of customer experience (CX), but CX encompasses every interaction with a company, beyond just service. The concept of customer experience has evolved to include all aspects of ...

It’s popular for companies to declare they are customer-centric, focused on customer experience, obsessed with the customer, and so on. But, there’s a major disconnect between executive pronouncements ...

Customer service is a critical component of any successful business. It can make or break a customer’s experience, ultimately impacting the company’s bottom line. What can a business that is ...

Businesses can transform satisfied customers into passionate brand advocates by consistently exceeding expectations through a ...

Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. I saw some great insights on how to do it in More Is More by ...

To meet evolving customer expectations, customer-centric enterprises continue to look for new ways to measure and improve customer experience. Consumer habits underwent a considerable change over the ...

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 ...

The contact center hasn't been known for blazing new trails, but signs of its evolution are visible today. When it comes to innovative workplace design, the customer service industry’s staple, the ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...