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Some Consumers Have Yet to Warm Up to Customer Service Channels

Nov 12, 2018

It's been established that consumers aren't crazy about chatbots for customer service needs. But according to a new study, consumers aren't enamored with any other customer service channel either.

Consumers Still Prefer Humans Over Chatbots

Nov 07, 2018

As artificial intelligence becomes more embedded in everyday experiences, it's logical to assume that consumers are growing more comfortable with it. But while consumers may be open to chatbots in theory, many still prefer to interact with a human customer service agent.

Which Customers Are Your Most Valuable?

Nov 02, 2018

Companies should have a rubric in place to evaluate and essentially score or rank their current customer set. Such a framework allows marketers and all customer-facing teams to align on how to best serve and grow each individual account in a profitable manner.

The Importance of Aligning Loyalty and Acquisition

Oct 29, 2018

Kevin Williams, SVP of customer success at marketing automation platform Act-On, discusses why B2Bs need to be thinking about their loyalty strategy at every touch point in the customer life cycle.

Customer Service Can Make or Break a Company's Reputation

Oct 23, 2018

For as much as you hear customer service horror stories, according to an August 2018 survey by call center tech provider Genesys, 94% of US internet users considered their last customer service experience to be positive.