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 ...

Steps CMOs can take to become more successful in delivering customer experiences that add value for both the customer and the organization. CMOs want to make CX investments that will drive the most ...

Sentiment analysis — a sophisticated tool that interprets the emotional tone behind words, giving brands a lens into how their services or products resonate. Customer feedback is a treasure trove of ...

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 ...