Close the loop with care. Deborah Bearden trains associates to respond meaningfully to customer feedback—no generic templates ...

By putting people at the center of innovation, TX not only drives growth but also fosters loyalty, engagement and long-term ...

GenAI can analyze large sets of data, including every customer interaction, the customers' sentiments before and after interacting with the agents and their actions on the company’s website. Using ...

While Best Buy's growth narrative is effectively spent, we view the firm's investments in omnichannel ordering, closer customer relationships, and adjacent sales layers as sufficient to catalyze ...

The rapid advancement of AI presents unprecedented opportunities, but it also requires careful attention to how trust is built and maintained, according to Accenture executive Mary Hamilton.

A bad customer service experience can completely derail your relationship with ... and digital channels. RingCentral RingCX, for example, is a holistic omnichannel solution, ensuring exceptional ...

In our fast-changing world where the digital and real-world experience now intertwine ... fix by 50% improving each customer touchpoint with a new holistic view of the customer journey always keeping ...

Agents must work together to thoroughly document calls and ensure customer experience consistency ... to get involved. For example, you might invest in a collaboration tool for your contact center to ...

Over the last two decades, customer expectations have gone through an evolution. In fact, 80% say that experience is just as ...

With tariffs rising, dealers can’t control costs—but they can control service. Shep Hyken shares how to elevate the customer ...

To maximize the impact and streamline data collection, Orange collaborated with Gofiled, an emerging startup from the Orange ...

A ribbon cutting ceremony took place Thursday for a new customer experience center at GE Vernova’s Pensacola factory. FULL STORY: <a href=" ...