In attempting to gain loyalty, most customer service organizations concentrate on improving service experience quality, but new research from Gartner shows that such efforts aren’t enough to boost ...

Technology is definitely a big part of customer experience, but it's only one third of the equation. Customer experience (CX) is one of the broadest terms we use to describe a specific category of ...

We have talked about why great customer service is important and what it means to have good customer service. Now, let us talk about how to implement great customer service in your company. As a small ...

Follow these steps so your organization is fondly remembered by customers long after they have experienced your iconic customer service. Here are five of the most frequent customer service mistakes I ...

Do happy employees lead to happy customers? It probably doesn't hurt, but it also does not capture the full story. "Happiness" is not a clear strategy. The role employees play in delivering the modern ...

Institute of Customer Experience board members Wavi Mungala and Sheila Mugusia chats with Chantel Botha the MD Brandlove (C) during their annual conference in Lake Naivasha Resort. [Antony Gitonga, ...

E-commerce has exploded since Amazon and eBay were founded in 1995. Today, e-commerce is part of everyday life. By 2023, retail e-commerce sales in the U.S. are projected to surpass US$735 billion.