To deliver an excellent customer experience, companies need to keep up with the ever-changing customer expectations. This is where customer experience management (CEM) comes into the picture.

Nearly 90% of customers value customer experience as much as or more than a bank's products and services Customer experience ...

I’m not a psychologist, and I’ve not done formal research on this idea, but I’ve been studying customer and employee experience in some form for more than 40 years. I’ve identified five ...

After hours on hold, I was told everything was sorted and I’d receive a follow-up email within 24 hours. Days passed and nothing happened.

AI has the power to transform the way CX and marketing leaders drive impact. By prioritizing soft skills, creating space for ...

CX has outgrown its traditional role as a support function. It’s now a strategic lever for achieving business outcomes, from ...

Agentic marketing and customer experience (CX) allow customers to shape their own journeys, guided by AI-driven insights that ...

and not all types of questions are easily asked in terms of expectations. But people are, by nature, inherently predisposed or hard-wired to see the world in a comparative context. Practitioners in ...

A major challenge for insurers is improving both the efficiency of the claims process and the customer service of claims ...

In today’s fast-paced, competitive market, businesses are increasingly recognizing the importance of providing exceptional ...

It is the voice of the customer (VOC) that is the driving voice. Additionally, it is what should be important to the ...

In the aftermath of the pandemic, numerous organizations have prioritized cost-cutting measures, often at the expense of customer experience (CX).