AI can identify customer problems, but only organizational alignment turns insight into meaningful action.

You are trying to reset your password. The page asks for your username. Then your account number. Then a security question ...

If customers still have to call, explain and wait, then the system may be quicker at reacting, but it can no longer be ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

Acquisition costs are climbing for structural reasons. Most DTC brands skip is the one that actually works.

Asking a customer multiple times what their problem is a fundamental example of customer service agent manual toil that should be replaced with automation, says an executive at a company specializing ...

When customer experience breaks down, the contact center is where the pressure lands. Service leaders are told to respond ...

Americans are encountering more problems with companies’ products and services than ever before, and a higher proportion of them are actively seeking "revenge" for their troubles, a new study has ...

How do you fix broken customer experience and other business problems? Get to the root cause of the problem — the actual root cause. In my previous CMSWire article, I wrote about whether it’s better ...

Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...