Recently, I had the privilege of reviewing Tiffani Bova's new book, "The Experience Mindset." In it, Bova links customer experience best practices with people, culture, processes and technology. She ...

In today’s digital business landscape, automation plays an increasingly important role in enhancing customer experience (CX). Leading organizations are counting on customer experience automation ...

Why is the customer experience so important? Prioritizing the customer experience (CX) is crucial for any company's success. Organizations that are "customer experience-driven" consistently ...

In most industries, there are plenty of opportunities where implementing readily available technology could provide a better customer experience. Taking advantage of these opportunities can allow you ...

Be easily reachable, answer their common questions and document areas that have room for improvement. Hire suitable representatives with a technical understanding of your products, keep a unique ...

The returns experience may have once been a secondary concern, but it has since become a crucial element of a brand’s overall customer experience. More than half of consumers — 54% — said that a brand ...

TROY, Mich.--(BUSINESS WIRE)--J.D. Power, a global leader in data analytics, today announced the J.D. Power Mobile App Platform Certification—Banking SM to recognize mobile app technology platform ...

The U.S. Department of Veterans Affairs (VA), one of the largest cabinet-level departments, created the federal government’s first customer experience office in 2015 to better serve the 9 million ...