Two closely-watched measures of consumer satisfaction are showing very different results. The conflicting signals offer ...

enabling customers to get a more consistent experience regardless of the tenure of the agent handling the contact. Another ...

But a recent discussion I had with Zig Serafin, CEO of Qualtrics, which makes software that lets organizations listen to and ...

We all know from our experience as customers that the things that salespeople say in a conversation affects our feelings and ...

In the digital age, where consumer expectations are higher than ever, optimizing the customer experience has become a ...

If you've ever been at your wit's end with a customer service rep who can't help, you may be a victim of an "accountability ...

QR codes have proved versatile and efficient in the feedback collection arena. These matrix barcodes redirect users, upon ...

To improve the experience of federal employees and their customers, Matt Mandrgoc, the head of U.S. Public Sector at Zoom says agencies need to gather feedback.

This dynamic highlights a crucial truth: employee satisfaction and customer experience are inextricably linked. Research ...

See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: KPIs to consider when redesigning a website. The post Boosting customer experience with website redesign: Best of ...

Studies show that a single bad experience can send a third of customers packing, and a whopping 92% abandon a brand after ...

For the 6th year in a row, small businesses agree that Verizon Business’ Internet Service is the best, according to the J.D.