The British Weather is no longer the only 'water-cooler' conversation as poor customer service experiences seem to have created a common bond for many. As service standards decline, is there any hope ...

Measuring the bottom-line effects of customer service has traditionally been difficult, but a new study quantifies its impact: 73% of consumers say that good customer service encourages them to spend ...

The ease of online and omnichannel shopping due to the pandemic has elevated consumers' expectations. More than half of respondents (58%) said their customer service expectations are higher today than ...

The Retail Customer Experience Index offers a detailed evaluation of how leading retailers are adapting to meet evolving customer expectations in today’s increasingly digital shopping environment.

Understanding the nuances of consumer behavior is paramount for marketers and customer experience leaders, naturally. The digital revolution, coupled with the rise of generative AI and the increasing ...

What would happen if you smushed an entire holiday season, with all its intensity and high stakes, into a period lasting less than two weeks? And just to make things even more complicated, what if ...