Customer sentiment analysis is taking a bold leap forward with emotion mapping, real-time tracking and cultural insights.

A study by Plant-A Insights in partnership with USA TODAY analyzed which companies offer the best customer service.

Effective follow-up begins immediately after a sale, when you call the customer to say "Thank you" and find out if he or she is pleased with your product or service. Beyond this, there are several ...

Shep Hyken is a customer service/CX expert ... he shared how smart companies are using AI to build and retain customer relationships. Below are some of his comments followed by my commentary ...

In today’s fast-paced business environment, efficient communication with customers is key to building strong relationships and ensuring long-term success. Customer communication software has become an ...

The traditional utility-customer relationship, typically an exchange of electricity for payment, is evolving into something much more dynamic.

What’s sometimes missing in these discussions, however, is the enduring human factor that characterises customer service relationships and plays a huge role in their success or failure. The arrival of ...

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this ebook, we give an ...

Will Schnorr As technology continues to automate our world, businesses are at risk of losing the personal touch that sets them apart in the eyes of their customers. The days of ...

Retailers at this year’s NRF Big Show showcased how they are putting customer data to use for personalization and loyalty.