It is the voice of the customer (VOC) that is the driving voice. Additionally, it is what should be important to the ...

Like many other household goods, the average monthly residential electric bill in the U.S. continues to increase. In 2024, ...

Customer satisfaction in the U.S. declines 0.8% to 77.3 in Q4 2024, according to the American Customer Satisfaction Index.

Customer satisfaction in the U.S. declines 0.8% to 77.3 in Q4 2024, according to the American Customer Satisfaction Index.

Customer service satisfaction in energy companies’ has improved in the last six months, reaching +58, a seven point increase.

In the early 2000s, Motorola struggled with product defects and a decline in customer satisfaction. To improve its business ...

The following explores the ins and outs of real-time analytics and presents a few best practices that can help companies use ...

The first step in improving customer experience is understanding what your customers truly want. This means going beyond ...

As Han Butler, president and co-founder of ROI CX Solutions explains, AI can play an important role in call center operations — but only when it is used correctly.

Are You Properly Managing Your Non-Human Identities? Modern organizations are continually interacting with an ever-growing number of machines, applications, and devices, often through cloud-based ...

Satisfaction in airlines’ customer service has improved in the last six months, reaching +59. Despite this, four in ten ...

Amazon has announced a trial run of a new feature that redirects customers to the brands' websites for products not available ...