Reverse-engineer success. Reverse-engineering customer success by analyzing what already works allows for clearer, more impactful goals and strategies. Focus on metrics. Shift focus to actionable, ...

YOUNGSTOWN — Efforts failed to have Youngstown State University provide utility services to SOBE Thermal Energy Systems LLC’s customers, leaving a court-appointed receiver running the company and the ...

It’s become a cliché to say that customer experience (CX) isn’t the sole responsibility of any one team, or that every part of the business should have a role to play in CX. Of course they do. The ...

Right up front, let me say that I understand why contact centers exist. But I dislike them intensely. In fact, to me, contact centers, although often providing an acceptable level of service at a ...

8 Ways Your Brand is Failing Your Customers and Your Growth Too often, the push to sell overwhelms the need to evaluate the entire customer journey, address pain points and ensure the simplest, most ...

We have entered the golden age of AI-driven customer engagement technology. As record numbers of consumers have continued to flood e-commerce channels, straining conventional customer support ...

Microsoft's New Commerce Experience (NCE) subscription model offers less flexibility for commercial customers by steering them toward annual commitments, but it's maybe even worse for Microsoft's ...