Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. They are often used interchangeably by businesses, but understanding the ...

“A customer who is dissatisfied will tell between 9-15 people about their experience, with over one in 10 telling 20 people about their bad experience.” That wronged customer is likely going to tell ...

Whether you’re operating in a service-driven industry like matchmaking or selling physical products, customer experience defines the success of your brand. As co-founder and president of a premium ...

A good client experience can be the dividing line between success and failure. In client service, building transparency and rapport with clients, who, for their part, want to work with a team that ...

When leaders think of how to improve their customer's experience, they often associate this practice with retail or technology services that are digital-first, transactional businesses. While the need ...

In the realm of customer service, professionals often find themselves facing a myriad of unique and sometimes unexpected situations. From soothing the frustrations of dissatisfied customers to basking ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

AI customer service can be a game-changer, but balancing automation with human touch is critical to avoid disconnection and maintain loyalty. Artificial intelligence (AI) has become a game-changer for ...

Like all modern operating businesses, accounting firms today can't look like those of the past. Clients are expecting change, and so are the employees that engage them. Digital natives make up more of ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. The customer experience practice is facing fresh headwinds and ...