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 ...

This is an archived article and the information in the article may be outdated. Please look at the time stamp on the story to see when it was last updated. Calling customer service is often a ...

Freshworks' Mukesh Mirchandani discusses trends, challenges and proven approaches to delivering customer experience in our latest DX Leaders profile. While working at a Wendy’s during his college ...

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 ...

Just about everyone has a story about a customer service experience. Some were so spectacularly good or bad that they take on a life of their own as they are repeated by many people with no connection ...

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 ...

The rebound in summer travel has caused more than the usual amount of headaches for Americans hitting the road. And it’s not just the shortage of flights and rental cars. Consumers are finding it ...

The report highlights that a significant percentage of churn can be attributed to product-market fit issues or a failure of the product to meet customer expectations. No amount of proactive CS ...

Agentic automation: Perhaps most significantly, conversational memory transforms AI from a transactional tool to a genuinely ...

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 ...

McDonald's is one of the most popular restaurants in the world, but the company has been witnessing a troubling shift in customer behavior lately as the economy strains many of its customers, forcing ...