Satisfaction Does Not Guarantee Loyalty
02 May 2022
Impressions go a lot further in ensuring repeat business.
Consumers Do Contact Customer Service After Proactive Outreach
04 May 2022
Flaws in proactive customer service can cause more harm than good, Gartner finds.
Chat Ready for Takeoff; Some Companies Aren’t
11 May 2022
Many consumers are already comfortable with the technology, Forrester finds.
Required Reading: Putting Empathy in Action
01 Apr 2022
Genesys CEO advances the Experience Index as an NPS replacement.
Engagement, Innovation Are Keys for B2B Marketers
20 Apr 2022
Social distancing proved the need for new approaches to marketing, Forrester finds
CX Investments Pay Off
21 Apr 2022
Companies that provide good customer experiences perform much better, an ROI study shows.
Leaders See Customer Service as a Value Center
25 Apr 2022
Companies that view customer service not as a cost center see 3.5 times higher growth.
B2B Sellers Should Focus on Situational Buyer Insights
27 Apr 2022
Sales leaders can leverage situational awareness to lead with empathy.
Required Reading: Loving Relationships with Customers Have Great Worth
02 Mar 2022
Customers want to feel worthwhile in their dealings with companies.
Retailer CX Fails to Impress
08 Mar 2022
The customer experience dip follows two years of gains, Forrester says. Plus: Five recommendations for how to fix it.
Customer Service Leaders Need to Invest in AI
28 Mar 2022
Three areas in particular stand to benefit.
A Stepped Approach Is Key to Successful Chatbots
19 Jan 2022
Consumers are disappointed by chatbots, but they don't have to be, Forrester Research finds.
What’s in Store for CRM in 2022?
19 Jan 2022
CRM industry insiders share their thoughts about what lies ahead in the new year.
Required Reading: Keeping Pace with Customers Is a Worthy Goal
03 Feb 2022
Interactions today need to be personalized, inviting, and inclusive.
5 Tips for Digital-First Customer Service
29 Nov 2021
Companies can no longer operate siloed digital channels, Forrester stresses.
Cloud Contact Centers to Be Mainstream in Two Years
04 Oct 2021
Companies are starting to see the benefits of CCaaS, Gartner notes in new Hype Cycle report.
Customer-Obsessed Companies Pull in 2.5 Times More Revenue
07 Sep 2021
Higher profits, customer retention, and employee engagement follow CX initiatives, Forrester finds.
Tips for Building a Continuous Loyalty Program
10 Sep 2021
Rewards have to offer a differentiated customer experience, Forrester Research urges.
‘Reimagined’ Consumers Have New Priorities
13 Sep 2021
Accenture finds that post-COVID consumers value different things.
Required Reading: Keys to Shaping Unbreakable Bonds
07 Jul 2021
CX transformation will help companies forge deeper customer relationships.