Your internal teams all have specific roles and functions. But some organizational charts can put up barriers to excellent customer experience. Customers don’t care who owns what part of a business, ...

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.

Customer experience quality in the U.S. has just hit an all-time low. And, in related news, customer experience quality in the U.S. has also hit an all-time high. Let the confusion begin. These two ...

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, ...

People say the most important aspect of a good customer support experience is that the company respond quickly, according to recent research from Verint. The report was based on data from a survey of ...

Customer experience should be getting better. Companies are increasingly claiming to be customer-centric and appointing Chief Experience Officers to focus on improving CX. They are investing in AI and ...

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.