While surveys provide valuable insights, only a small percentage of customers typically participate, limiting the scope of ...

Consumers increasingly see prompt, personalized customer support as the norm, and will likely move on to the next brand if ...

What doing the dishes taught me about clear expectations and supportive feedback in delivering meaningful customer ...

The high-tech marketplace provides not only customer service challenges, but also the tools to help companies conquer ...

Customers have different needs and desires when buying items. They might want different styles or sizes, or even completely different products altogether. For example, a clothing shop may need to ...

Agents don’t just need answers, they need context such as historical ... “Today, we also have unified desktops that can bring all customer data, across CRMs, help desks, and communications systems, ...

This module will help you assess your ability (or lack of) to meet customers' needs across multiple channels, touchpoints, screens, and sessions. Understand what an ideal technology stack looks like, ...

If you have a similar goal for 2015, you and your marketing team will need to gather internal insights, capture customer input, and conduct research to help you select the most appropriate strategies.