Rogers customers say they’re furious about what they say is a lack of customer service — spending hours and hours trying to ...

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 ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Reuben Yonatan Customer ...

In the last few years contact centres have profoundly transformed, steadily yielding to the broader concept of 'customer experience'. Contact centres are converting from only having live agents to ...

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Consistency is at the heart of successful businesses that place customer satisfaction as a priority. Consumers expect a consistent experience across all brand interactions, whether online, in-store or ...

Today, clients expect plenty more than just a product or service. We live in a time where people increasingly view products and services as commodities. Customers expect an experience along with ...

The quality of your customer service experience has a financial impact on your company. It costs six times more to find a new customer than to keep an existing one. *No charge for 4 weeks then price ...

As companies across sectors race to stimulate consumer loyalty and provide differentiation, customer communications and digital experiences are under-appreciated levers in unlocking customer ...

Customer experience should be getting better. Companies are increasingly claiming to be customer-centric and appointing Chief Experience Officers to focus on improving CX. They are investing in AI and ...