As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

The 2026 CX roadmap must shift from reactive fixes to proactive, cross-functional planning, measurable customer value, & long ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Every retail initiative, whether it’s AI, personalization or supply-chain transparency, depends on trustworthy customer data.

Most startups measure success through top-line revenue growth. But beneath vanity metrics often lurks a hidden threat: sales ...

When Jake Moffatt's grandmother died in 2022, he booked a flight to her funeral on Air Canada, hoping to use their bereavement travel discounts. Air Canada's customer service chatbot told Moffatt he ...

Explore generative AI in financial services: how it works, top use cases, customer experience gains, key risks, and ...

At its core, customer relationship management (CRM) is all of the activities, strategies and technologies that companies use to manage their interactions with their current and potential customers. A ...

Many organizations spent 2020 scrambling to catch up on decades-old trends, such as working from home, online commerce, and virtual events. What had long been a priority had suddenly become the ...

You have probably heard the saying, “The customer is always right.” Chances are, as a customer, you felt that this catchy phrase applied to you. But I believe that this phrase, popularized by Harry ...