Forbes contributors publish independent expert analyses and insights. A recent study by Harvard Business Review, conducted in collaboration with Tata Communications, reveals some unexpected news and ...

Even though enterprises believe that consistently delivering positive customer interactions is very important to business success, nearly six in 10 industry leaders say their businesses aren’t very ...

Traditionally, customer service was confined to phone calls and emails. However, the advent of social media has shifted this paradigm. Platforms like Facebook and Instagram now serve as touchpoints ...

DANIA BEACH, Fla.--(BUSINESS WIRE)--IntelePeer, a leading provider of AI-powered communications automation solutions, announces the availability of its Customer Interaction Intent Study valued at $25K ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

When people think of customer reviews, they often focus on leaving negative feedback if something goes wrong. However, it’s important to also consider the positive reviews that your customers may be ...

A marketer’s job is a pressure cooker. They have to establish awareness, attract attention and stimulate demand for a company’s products and services—all with scant data. They compete with their ...

Adam Wilkinson is head of technology at Experience Assist. He has extensive experience working with high-profile brands such as Xerox and National Rail, helping them discover how to improve services ...

With years of hands-on experience working in cannabis dispensaries as a budtender, sales manager and director of vendor relations, I discovered that creating a “guest-like” experience—rather than ...

Customer experience shapes brand perception and loyalty, but gaps prevent many organizations from optimizing performance ...

Emotional intelligence, or EQ, as it is often referred to, is your most critical element (yet likely your most overlooked) when delivering truly competitive customer service in your industry. I cannot ...

Delivering a flawless customer interaction in retail is more important than ever. Recent research reveals that nearly 70% of shoppers say just two negative experiences can irreparably damage their ...