For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

Skilled agents often juggle billing systems, shipping partners, and CRMs at lightning speed, revealing common patterns in ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Hilton's CEO said there's one surefire way to build loyalty with a customer. Christopher Nassetta, the executive who has held the hotel chain's reins since 2007, said solving problems for his guests ...

Today’s customers want you to always be there for them, with seamless experiences at every touchpoint. Meeting their ever-evolving needs may seem impossible, but it’s not! Read this CX handbook to see ...

You're currently following this author! Want to unfollow? Unsubscribe via the link in your email. Follow Aditi Bharade Every time Aditi publishes a story, you’ll get an alert straight to your inbox!