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.

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 ...

That's where this infographic, produced by TimeTrade, comes in; it mashes statistics about the experiences consumers want with some pretty surprising numbers about what brands have to lose by not ...

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

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.

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