COLORADO SPRINGS, COLO. — Customer service may seem like a never-ending process -- but that's not necessarily a bad thing. In the morning keynote at the RightNow Summit 2008 here yesterday, one ...

The FINANCIAL — Despite heavy investments in digital channels and capabilities, customer service and support leaders are still clinging to five main myths about what customers want and how they behave ...

Proper customer journey management is how you deliver personalized experiences at scale. The average customer now engages on six touchpoints before they make a purchase. How do you manage that ...

With customers’ needs changing, so does their relationship with brands and the customer journey. Here’s how organizations can keep people loyal. The customer journey doesn’t end once a brand has ...

Despite heavy investments in digital channels and capabilities, customer service and support leaders are still clinging to five main myths about what customers want and how they behave today, Gartner ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

Nathan Eddy works as an independent filmmaker and journalist based in Berlin, specializing in architecture, business technology and healthcare IT. He is a graduate of Northwestern University’s Medill ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...

Ask any business leader and they’ll readily agree that offering personalized, compelling and consistent digital experience is paramount to distinguishing their brand and building sustained growth. Not ...

Imagine you were entrusted with ensuring a planeload of people lands smoothly and safely. Then on top of that, imagine you are also responsible for their comfort and responding to their every need to ...

Two moments in customer service deserve particular attention: the beginning and the ending of your interaction with the customer, what the Ritz-Carlton Hotel Company endearingly calls the “warm ...

A customer’s decision-making journey goes through many stages, and businesses would do well to know the details about every step of customer interaction. As an example, take Steven, who works in ...