I speak and write frequently about the need for the mortgage industry to adapt modern marketing methods. As we come to the end of 2015, electronic communications in marketing is certainly no longer ...

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.

Effective customer service requires a balance of automation and personalization. Automation tools like chatbots are cost-effective and can provide 24/7 support, but too much reliance on them can ...

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...

Customer experience improvement remains a top initiative for business and information technology leaders. The stakes are high in CX. My research has found that 95% of companies now compete on CX and, ...

Meta Business Agent is AI that lets every business show up for every customer, as if they had an infinite team behind them.

Quiq reports 12 best practices for call centers to enhance customer service, emphasizing empathy, efficiency, agent training, ...

Thanks to technology, it is easier to stay in contact with your customers and make sure you’re following up — without being too aggressive. Since few business owners are taking the initiative to do so ...

Happy customers are customers who feel taken care of. They trust in your expertise when they have questions about your products and services. This trust is part of the relationship-building process, ...

Phone-based customer service, or voice, is well established as the most commonly used and the most tightly managed customer service channel. Entire service teams are dedicated to keeping down the high ...

No Jitter (NJ): How do you define customer experience? It seems like the term is often conflated with customer service? Isabelle Zdatny (Zdatny): We see customer experience as the discipline of ...

Discover seven easy, 30-minute tweaks you can make to optimize the contact center experience for your customers by this time tomorrow. Customers want to be able to reach you on their terms, preferably ...