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, ...

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 ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

Our sound system was on the fritz. Had been for some time. And after being tempted by a non-stop barrage of Prime Day advertising, I was primed to see what kind of a deal I could scoop up on a new ...

In today’s competitive marketplace, you need to up your game. It’s not enough to try and deliver outstanding customer service; you need to consider the customer’s experience as a whole. What is ...

Integrating data and AI solutions throughout the customer experience journey can enable enterprises to become predictive and proactive, says vice president of product marketing at NICE, Andy Traba. In ...

The most recent Forrester Customer Experience Index is creating a lot of buzz in customer experience (CX) circles — but for all the wrong reasons. Despite companies’ increased investment in CX ...

When we talk about customer experience (CX), the spotlight often falls on front-end interactions: the smiling voice on the phone, the helpful chatbot, the timely follow-up email. But what many don’t ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

As times change and societal shifts occur, customer expectations evolve. Innovations like e-commerce and online reviews give consumers more power, and tech advances help businesses provide higher ...