Coley Norman, SVP, Liviniti, has been honored with an Excellence in Customer Service Award by the Business Intelligence Group ...

“A customer who is dissatisfied will tell between 9-15 people about their experience, with over one in 10 telling 20 people about their bad experience.” That wronged customer is likely going to tell ...

One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

Whether you’re operating in a service-driven industry like matchmaking or selling physical products, customer experience defines the success of your brand. As co-founder and president of a premium ...

In the realm of customer service, professionals often find themselves facing a myriad of unique and sometimes unexpected situations. From soothing the frustrations of dissatisfied customers to basking ...

A good client experience can be the dividing line between success and failure. In client service, building transparency and rapport with clients, who, for their part, want to work with a team that ...

The true cost of a broken CX extends far beyond a single transaction. It compounds over time, affecting revenue, operational ...

Customer expectations have never been higher. Brands must consistently deliver great experiences at every moment in the buyer ...

AI customer service can be a game-changer, but balancing automation with human touch is critical to avoid disconnection and maintain loyalty. Artificial intelligence (AI) has become a game-changer for ...

The 2025 Retail Customer Experience Index offers a detailed evaluation of how leading retailers are adapting to meet evolving customer expectations in today's increasingly digital shopping environment ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. The customer experience practice is facing fresh headwinds and ...

With the ubiquity of algorithmic interfaces across information, retail, and social media platforms, younger generations increasingly value—and expect—customized experiences. Research finds that 71% of ...