In today's competitive landscape, enhancing the customer experience is crucial for businesses aiming to differentiate themselves. By focusing on key satisfaction factors, leveraging technology, and ...

It is the voice of the customer (VOC) that is the driving voice. Additionally, it is what should be important to the ...

Improving customer experience is essential to business success. Companies are increasingly using AI-powered text analysis to ...

AI-driven support systems can operate continuously, assisting customers beyond standard business hours and catering to global ...

After hours on hold, I was told everything was sorted and I’d receive a follow-up email within 24 hours. Days passed and nothing happened.

Managing crisis with technology. Amy Sessions shares how Clearwater’s utility customer service team leverages new tech to ...

As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations ...

Callers were then told to “please stay on the line” if they wanted to speak to a representative. The phone system was also ...

More than two thirds (69%) felt companies are currently more interested in tech investments to increase profits than IT modernizations that would help improve customer experience. Other findings ...

The agency is working to give riders real-time updates and better access to transit service information by updating its ...

The DART Transform program will target improvements to the agency’s vehicles, stations and passenger facilities, resiliency ...