As more and more businesses are allocating budget to dominate the online market, find out how can you determine how your campaigns are performing and ensure your agency can prove its value to clients..

Many organizations are using customer journey mapping to understand and improve the customer experience. Here is a structure that can add clarity and power in the process..

Learn how a recent innovation called Conversational Process Automation is truly making it possible to understand customer intent, and do so cost-effectively..

It’s important to appreciate and listen to front-line employees. Errol Allen lists his top three reasons not to take your customer service heroes for granted..

Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis..

We all know what empathy is and hopefully, many of us display it and receive it daily. Empathy builds human connections. It fosters an emotional rapport and bond with your customers..

Around 72% of businesses say that improving customer experience is key to achieving their goals, yet only 63% of marketers have turned to new technology to help them achieve this goal..

Customers will choose 100% satisfaction over “good enough” every time. It’s that tenth of a percentage point that makes the big difference..

Myra Golden’s original video on handling angry customers has been watched more than a million times. Now Myra shares her updated tips for dealing with the most demanding customers..

Shep Hyken is amazed by the customer service at the Crowne Plaza in Lansing, Michigan. This is what he learned from the experience..

The importance of consistency in building strong customer relationships can’t be overemphasized. Customers want to have confidence that we’ll deliver on our promises every time..

Cathal McGloin, CEO of ServisBOT describes why AI is perfectly poised to help customer service professionals shine..

Cindy Solomon reveals the secrets of amazing customer service – and how you can provide the same “Wow!” experience by following these three simple but powerful steps..

Fatal flaws in customer experience foretell the demise of many companies. Learn to recognize these flaws and put in place a CX strategy that ensures you become a leader not a loser..

Shep Hyken suggests five ways you can compete –  and disrupt – your competition by providing unforgettable customer service..

Dan Somers of Warwick Analytics measures the true ‘Cost of Deviation’ from the customer journey..

The annual Incite Group State of Customer Service Survey will give you in-depth insights from 500+ respondents on the key issues and opportunities your peers see in 2018, and new statistics to benchmark against..

Here are four ways WFM solutions can help get the best out of your frontline agents and keep your customers satisfied..