Take the word “no” out of your vocabulary. Instead, we find a way to give them a “Yes, and….” The best customer service salespeople talk only 30% of the time because the other 70%, they spend ...

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

Learn how to anticipate future customer needs, become a trusted advisor, and balance today's expectations with tomorrow's ...

Findings Also Show 69% of Customers Would Switch From Human Service to Automation – As Long as It Resolves Their Issue New survey research from Verint® reveals 79% of respondents would switch to a ...

Now more than ever, CEOs, marketers and customer experience leaders face the challenge of integrating customer expectations with rapid technological advances. Leaders have to learn how to balance ...

While sitting on a delayed train last week, I overheard two conversations. While a pair of elderly gentlemen discussed writing a letter of complaint, a pair of teenagers had already fired a Tweet to ...

The landscape of brand-customer relationships has shifted dramatically over the past few years, and there’s no question that customers today wield unprecedented power in this space, demanding more ...

To instill a culture of dynamic, innovative, and continuous dedication to customer service at CWRU, all new employees should take a four-course general CWRU customer service training offered under the ...

Is your CX customer ready? Customer experience has entered an exciting new phase. Technology is now delivering real, practical benefits for both organisations and customers – not through hype, but ...