When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Switching costs are zero. Expectations are high. Learn the strategies that stop churn and keep customers engaged for the long ...

Q: Please provide a definition of customer experience and user experience. What should a superior CX or UX look like? Estes: Customer experience and user experience share many of the same principles, ...

Customer value hierarchy is a system of worth that businesses across the country, both large and small, have turned to as a means of determining customer satisfaction. Businesses have shifted focus to ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Customer experience is all about customers, but it’s backed up by ...

Measuring customer satisfaction in consumer markets is relatively straightforward. Many buyers are only too willing to offer star ratings, share their opinions on social media and respond to ...

Brands are beginning to see the need to incorporate emotional intelligence into the customer experience. It is crucial to implement automation in the sales, marketing and customer service industry ...

The quality of the encounters that customers have with a vendor, whether online, on the phone or in person. Needless to say, if the customer experience (CX) is good, customers are likely to purchase ...