One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

In most cases, poor customer experiences are rooted in inefficient or outdated processes and technology — or at times, both. By now, businesses have spearheaded multiple initiatives around customer ...

In today's competitive food service industry, simply serving delicious food is no longer enough. Restaurants are now focusing on crafting unforgettable experiences that leave a lasting impression. By ...

But customer service is just one aspect of the entire customer experience. It usually comes into play when something has gone wrong; it is the place where companies fix things when part of the ...

Bad customer service experiences are all too common. They are the customer emails that take a company too long to acknowledge, problems that bounce from team to team, and interactions that leave ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. While the Thomas Fire burned through California, a Glossier ...

Opinions expressed by Entrepreneur contributors are their own. Customer service is an area that small business owners can easily overlook when they’re trying to balance priorities. Aside from making ...

Telecommunications giant Verizon is announcing a new suite of customer service experiences for consumers of its phone and internet offerings. Among other enhancements, Verizon customers now have ...

Sixty-four percent of U.S. workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers. Dissatisfied employees were more than 2.5 times ...

PLEASANTON, Calif.--(BUSINESS WIRE)--Medallia, Inc., the global leader in customer and employee experience, today announced the findings of its new report: The New Customer Expectations for the ...