One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

In the 7-minute documentary “The Future is Calling,” experts explain how the customer experience is transforming.

Customer service is a critical component of any successful business. It can make or break a customer’s experience, ultimately impacting the company’s bottom line. What can a business that is ...

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...

There's a big difference between customer experience and customer service. In this video, Entrepreneur Network partner Patrick Bet-David goes through the major differences between the two. Bet-David ...

CX Dive spoke to three experts about the spookiest customer experiences, what they do to customers, and how they can cost ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Sterling has been recognized for its leadership in customer experience (CX) delivery, receiving the Customer Satisfaction ...

When it comes to customer service, CarMax is No. 1. The national used-car retailer was selected by Newsweek as the nation’s ...

CarMax Inc. is laying off hundreds of customer experience center employees, about a month after the used-car retailer ...