Editor's Note: This article was updated on June 10, 2024 to include new data and information. The original content was authored by Scott Clark. Ongoing learning initiatives are vital for employee ...

As companies lean more heavily than ever on their IT teams to deliver superior customer experience (CX), IT professionals are under pressure to find ways to make things happen. This is perhaps their ...

“A customer who is dissatisfied will tell between 9-15 people about their experience, with over one in 10 telling 20 people about their bad experience.” That wronged customer is likely going to tell ...

A profile of Nichole Hinton, an award-winning speaker, mentor and practitioner of CX and operations — one of CMSWire's top contributors of 2023. This is part of our end-of-year series celebrating our ...

CHICAGO--(BUSINESS WIRE)--Forsta, a leading global provider of market research, customer experience (CX), and employee experience (EX) technology, today announced the release of Forsta Discussions, ...

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, ...

There has been a significant increase in CX automation adoption among manufacturers, especially in customer service delivery, rebate management, IVR deflection and predictive analysis. As a disclosure ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

SAN MATEO, Calif.--(BUSINESS WIRE)--New data from SurveyMonkey, a global leader in online surveys and forms, reveals a drastic disconnect between consumers’ feelings and CX and digital marketing ...

Minimizing friction in CX professionals’ daily work begins with using technology to reduce the number of repetitive tasks they must handle, the report contended. AI tools, whether powered by ...

In less than a year, advances in generative AI have made it a transformational force in creativity and work, redefining the way consumers, schools, and businesses think of everything from image to ...

As consumers continue to develop cross-channel shopping behaviors and preferences, it is vital that retailers create a compelling and consistent brand experience…. Get free access to tactical tips, ...