Customer experience professionals must be getting better at what they do. They define their biggest challenge as cross-functional communication across business departments, up slightly from 2023. But ...

Most businesses around the world are being forced to take a hard look at their budgets, thanks to the coronavirus pandemic. The smart ones, however, have realized that increasing spend on things like ...

While some customer experience professionals may find KPI efforts unworthy of their time, the reality is that measuring the right metrics is crucial. Customer experience professionals know they have ...

Zuper (https://zuper.co) is an intelligent field service management and customer engagement platform for organizations that features basic and optional customizable modules to facilitate optimized ...

Best-in-class companies increased customer satisfaction by 26 percent and customer retention by 26 percent in 12 months, as reported by Aberdeen Research in a recent study titled Customer Feedback ...

Salesforce.com Inc. today announced a variety of new features and services at its Dreamforce conference in San Francisco aimed at helping companies improve interactions with customers. Leading the ...

Uber is pulling a heavily criticized feature from its app that allowed it to track riders for up to five minutes after a trip, its security chief told Reuters, as the ride-services company tries to ...

Organizations that track their performance are able to improve their employees' efficiency and enhance the effectiveness of their operations. However, it can be difficult to know what to track, given ...

Using Wi-Fi data-scraping and camera surveillance, retail stores are getting into the data accumulation game just in time to haunt a newly privacy-aware public. The key to Amazon’s success has been ...

It seems like a simple enough question. But like most simple questions, when you get under the hood, the first answer isn’t always the right answer. You might find that you think you’re building a ...

Apple will reportedly deploy its new iBeacon location tracking technology in its retail stores that will work with iOS 7 devices to enhance the store experience for prospective shoppers, while also ...

Last weekend, the Times ran a great piece rounding up some of the “private languages” of the restaurant world: Le Cirque refers to a big spender as “pesce grosso,” the staff at Torrisi Italian ...