When gathering customer feedback, asking misguided or poorly formulated questions can have serious negative repercussions. Today’s top companies rely heavily on human insight to guide their strategies ...

Phone and chat reps may not be the problem with your customer experience. Every brand want to know how their customer experience stacks up against their competition and their internal goals.

Eliska Dockalova discussed with CMSWire what's top of mind in her role as director of customer experience at Kiwi.com Eliska Dockalova has a lot on her plate. She’s director of customer experience for ...

Customer interviews are responsible for guiding today’s best products. It is much easier to build an execution plan based on customer insights rather than guesses of what the customer needs and will ...

Customer experience and digital transformation live at the intersection of technology, corporate culture, and organizational change. Although technology and data help us understand customers and ...