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

Effective strategies matter: From building relationships on shared values to empowering customer service teams, offering ...

Drive higher revenue, lower acquisition costs and stronger loyalty by shifting from behavioral guesswork to preference-based ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Discover how user journey analysis helps identify pain points, optimize experiences, and improve conversion rates by mapping user behavior across all touchpoints.

Concept image for illustration of Key Customer Assessment Indicator or KPI. The CEO took the stage as the first PowerPoint slide appeared on the giant screen. "I am happy to announce we just received ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

For busy consumers hoping to quickly resolve an issue through customer service, no seven words are likely to spark more dread. How long, exactly, are we excepted to suffer the indignity of terrible ...

EngageLab, a global leader in AI-powered omnichannel customer engagement and marketing technology, officially launches its ...

If you've ever wanted to complain to customer service — about customer service — you're not alone. According to the National Customer Rage Survey released last month, 74% of Americans reported having ...

As building and maintaining customer trust becomes integral to long-term success, US customer experience (CX) leaders are stepping up with new strategies and tools aimed at strengthening brand ...

As technology aimed at supporting customer engagement has evolved, each new development has promised greater intimacy and warmth—like a corner store where the proprietor knows your name—but has often ...