Businesses today frequently turn to customer surveys to gauge customer satisfaction, gather feedback and obtain data-driven insights. However, an over-reliance on these tools often leads to survey ...

Survey begging, driven by the pursuit of positive customer feedback, is the bane of the customer experience. We've all encountered it, whether it's servers saying they'll lose shifts if they don't get ...

Competition for customers is increasingly focused on providing the best possible experience. In order to improve and sustain a great customer experience (CX), the quicker you can get insights from ...

Although only 17% of executives say they're optimizing CX effectively, 47% view overall customer experience as extremely important to their business. With a 30-percentage-point gap between executive ...

More than eight-in-10 (86%) consumers surveyed expect to connect with an agent within one to 10 minutes, and over 60% say they’ve waited 15 to 60-plus minutes in the past year. Only 32% of customer ...

Online retailers and brick-and-mortar stores are having a tough time keeping up with the ever-growing digital market and the audience characteristics that are developing with it. Shoppers are focusing ...

At 12 years old, customer service and experience expert Shep Hyken started his first business as a birthday party magician. It was then that his parents first instilled in him the importance of ...

Chime remains popular with consumers despite a misstep last summer. The neobank faced the wrath of customers after a slew of accounts were closed, and the account owners were unable to access their ...

Findings from Global Survey of 1,000 Business and IT Decision Makers Suggests More Strategic Alignment on Digital Transformation Will Alleviate at-Risk Projects REDWOOD CITY, Calif.--(BUSINESS ...

The Heartbeat survey is expected to take five to 10 minutes. All responses will remain anonymous and aggregated at an ...