With years of hands-on experience working in cannabis dispensaries as a budtender, sales manager and director of vendor relations, I discovered that creating a “guest-like” experience—rather than ...

Forbes contributors publish independent expert analyses and insights. A recent study by Harvard Business Review, conducted in collaboration with Tata Communications, reveals some unexpected news and ...

Understanding customer behavior and anticipating what questions they could ask about your product or service, and then creating online FAQs for those questions is a great example of proactive service.

Loyalty isn’t luck — it’s built through consistent, personalized experiences and a sense of belonging. CX leaders, here’s your roadmap. Technology should enhance, not replace. The right tools make ...

Becoming a customer-centric organization is more crucial than ever. The importance of putting customers at the heart of business strategies cannot be overstated. Organizations that succeed in this ...

Companies large and small collect an ever-growing amount of data. According to a TechJury report, in 2020, every person on average generated 1.7 megabytes of data per second. All of that isn’t ...

Every person in a customer-facing role understands that there are some customers who are more difficult than others. Here are some ways to turn these customer interactions into more positive ...

Silverback AI Chatbot today announced a significant expansion of its conversational intelligence framework, introducing new capabilities intended to support organizations seeking to manage customer ...

In the U.S. it’s common for companies that have both physical branches and online services to use customer relationship management (CRM) software that tracks all of their interactions with customers ...

8x8 Contact Center Customers Can Now Add Voice Self-Service Capabilities Via Open Beta Program “Whether a contact center has thousands of agents or less than 100, organizations are recognizing that ...