Recently, I had the privilege of reviewing Tiffani Bova's new book, "The Experience Mindset." In it, Bova links customer experience best practices with people, culture, processes and technology. She ...

Why is the customer experience so important? Prioritizing the customer experience (CX) is crucial for any company's success. Organizations that are "customer experience-driven" consistently ...

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Delivering great customer experience—and fixing issues before customers even know there’s a problem—goes far beyond just your contact center. Your whole organization needs to be involved. Read this ...

In today’s digital business landscape, automation plays an increasingly important role in enhancing customer experience (CX). Leading organizations are counting on customer experience automation ...

Every interaction between a company and a customer is an opportunity. For the company, it’s a chance to reinforce brand quality and value with the goal of achieving customer satisfaction and loyalty.

Be easily reachable, answer their common questions and document areas that have room for improvement. Hire suitable representatives with a technical understanding of your products, keep a unique ...

Contact centers substantially impact the customer experience, but many companies avoid giving them the right resources. Transforming the contact center requires involving the entire company and ...

TROY, Mich.--(BUSINESS WIRE)--J.D. Power, a global leader in data analytics, today announced the J.D. Power Mobile App Platform Certification—Banking SM to recognize mobile app technology platform ...

A bipartisan trio of senators hope to advance new legislation aimed at improving and “streamlining” federal agencies’ customer service across platforms, in part by adopting practices already employed ...

Delivering great customer experience—and fixing issues before customers even know there’s a problem—goes far beyond just your contact center. Your whole organization needs to be involved. Read this ...