When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

Customer service is a critical component of any successful business. It can make or break a customer’s experience, ultimately impacting the company’s bottom line. What can a business that is ...

It’s popular for companies to declare they are customer-centric, focused on customer experience, obsessed with the customer, and so on. But, there’s a major disconnect between executive pronouncements ...

In the 7-minute documentary “The Future is Calling,” experts explain how the customer experience is transforming.

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...

AI-driven voice technology allows companies to improve customer and employee experience alike. But is it something customers want? Voice-recognition applications are nothing new, but artificial ...

When we talk about customer experience (CX), the spotlight often falls on front-end interactions: the smiling voice on the phone, the helpful chatbot, the timely follow-up email. But what many don’t ...