MSPs are best-situated to grow their existing business when they document common processes and evaluate every single interaction with clients, according to a ConnectWise leader. Service excellence is ...

Nutshell reports effective CRM and email marketing alignment enhances customer relationships through strategic planning in people, processes, and data governance.

The rise of the CXO hasn’t fixed customer experience. It’s masked the real problem: ownership without execution.

By Amanda AKUSHIE Customer experience is still widely misunderstood in many organizations. It is often treated as a frontline issue, something to be managed through customer service training, ...

Imagine it's lunchtime. There are half a dozen burger joints you could go to. Assuming prices and food quality are roughly the same at each place, how do you choose where to go? It's all about the ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

More than a high-speed automation tool, artificial intelligence is becoming a safe testing ground where brands can rehearse ...

New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Earlier this year, we surveyed more than 1,000 consumers in ...

Think about a favorite customer experience - maybe it was with an airline or a retailer. What are the characteristics that gave you a good feeling about that experience? Maybe it was easy. Maybe you ...