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

Sinch reports that by 2026, customer communications will heavily rely on AI, conversational messaging, and personalized ...

Businesses are turning to AI chatbots to deal with customer service. The new tech saves them money, but it's leaving a lot of ...

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

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

At its core, customer relationship management (CRM) is all of the activities, strategies and technologies that companies use to manage their interactions with their current and potential customers. A ...

What are the most important factors in providing excellent customer service? If you’re a business owner, this is a question you should be asking yourself. Customer satisfaction directly affects your ...

What businesses have the top customer service according to consumers? USA TODAY, in collaboration with Plant-A Insights Group, presents America's Customer Service Champions 2024. It recognizes ...

Fostering positive customer journey experiences takes effort and planning. Here’s a roadmap for getting to your customer journey orchestration destination. These days marketers know they have to give ...

When you shop through retailer links on our site, we may earn affiliate commissions. 100% of the fees we collect are used to support our nonprofit mission. Learn more. Bob Solomon was counting the ...

Many organizations spent 2020 scrambling to catch up on decades-old trends, such as working from home, online commerce, and virtual events. What had long been a priority had suddenly become the ...

Editor’s note: Leadership Lens, appearing online at scmr.com on the second Tuesday of each month, offers insight into leadership issues and how to address them. If you are interested in future topics, ...