There’s nothing worse than a bad customer experience. In fact, 66 percent of customers say that a bad experience can actually ruin the rest of their day. And whether or not we’d like to admit it, most ...

When interacting with your business, customers expect more than just a functional solution; they crave a delightful experience throughout their journey. Gladly’s survey shows that 59% of customers ...

Researchers from National Taiwan University and the University of Maryland published a new Journal of Marketing article that examines how marketers can use GenAI to provide empathetic customer care.

Sprout Social announces enhancements to its Care solution, including AI integration, improved workflows, and new compliance features for customer support. Sprout Social has introduced new innovations ...

Ruth Zive is chief marketing officer at LivePerson and host of the Generation AI podcast. Business leaders know AI can make a positive impact on their companies, but there’s still a lot of debate as ...

The better you are to your customers, the better they are to you. Here’s how this lesson translates to business and why you should do the same. Being kind is not something you necessarily associate ...

Achieving alignment across teams like sales, marketing and product development can help your company create a seamless customer experience. It takes a village to keep a customer happy. Positive ...

“What MCE has built inside carrier environments is exactly what I spent 18 years trying to do from the other side,” said Jen Asplund, MCE’s newest Board of Advisors member. “They’re changing how ...

Proactive engagement wins. Instead of just reacting on social media, build meaningful conversations for stronger customer relationships and brand loyalty. Timely responses matter. Meeting customers’ ...

Along with extending center hours, Manheim hopes to streamline its customer-service efforts by creating a single, toll-free phone number for all requests. Effective immediately, customers can dial ...