To be fair, our obsession with frictionless experiences stems from a legitimate fear: In a world of infinite choice, a single ...

Could you defend your customer feedback metrics on an earnings call with the same confidence you defend your revenue ...

In the 7-minute documentary “The Future is Calling,” experts explain how the customer experience is transforming.

AI plays a critical role in CX, shifting from experimental to foundational. Here are the trends significantly impacting ...

When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

The company confirmed that organizational changes are being implemented “to better reflect how our guests interact with us ...

AT& T, one of the top phone carriers in the U.S., is noticing an alarming shift in customer behavior as it battles growing competition from rivals and faces controversy over its prices. In response to ...

"I once had a customer at Macy’s who tried to pay for her purchase with a Target gift card. She yelled at me for not ...