What makes customers return to businesses they love? This question has fascinated me throughout my career in customer service. Recently, my team and I surveyed over 1,000 customers to uncover exactly ...

Acquiring a customer is expensive. Losing one is even more costly. But companies can build sustainable growth not only by expanding their customer base but also by extending the value derived from ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Creating a seamless, personalized experience is just as critical as having a great product or service, if not more so — it’s the key to winning customers and keeping them loyal. 80% of customers say ...

Agentic AI works like a behind-the-scenes service partner—anticipating needs, surfacing context and routing issues ...

In my last article, I discussed why a dedicated Customer Success (CS) department is essential for B2B service organizations, especially those in technology and SaaS. We covered the strategic role of ...

Personalization gets customers hooked, but cross the privacy line, and they’ll ghost your brand. Here's how to keep trust alive. Trust matters most. Customer trust is the foundation of successful ...

At the same time, consumers are more sensitive to “creepy” or irrelevant personalization—if a brand behaves in a way that feels invasive or misuses data, trust erodes. The brands that get ...

The 2025 U.S. Open delivered a master class for golfers and procurement leaders alike. When thunderstorms on June 15 transformed golf's most demanding major into what many called "unplayable", J.J.

Building deeper customer relationships now depends on how well banks understand and address the financial challenges consumers face. The 2025 U.S. Financial Health and Advice Satisfaction Study offers ...