In the dynamic customer service landscape, the stakes are higher than ever. In fact, 80% of organizations expect to compete mainly based on CX. Customers today have lofty expectations for how they ...

There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...