A good customer experience is the result of good knowledge management. Don't believe me? Here are three arguments why. To state the obvious: A good knowledge experience is one that is efficient, ...

The term "governance" might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling. But as a customer ...

Jargon about “personalizing content” or “unifying digital experience” speaks to technique, not the substance of an experience. Time to get real in CX. There is a terminology arms race in customer ...

As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. Businesses can’t focus on reaching their target audience and call it a day. They also need ...

Olivier Pailhes is the CEO and co-founder of Aircall, a cloud-based call center platform, used by businesses and call centers globally. The turbulence of the waves of the pandemic, punctuated by brief ...

Value stream management involves people in the organization to examine workflows and other processes to ensure they are deriving the maximum value from their efforts while eliminating waste — of ...

Business leaders know that customer experience and employee experience are intertwined. If an employee is happy in their position, they’re more likley to provide better service. But while 97% of CEOs ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

An Office of Management and Budget official on Tuesday reiterated the importance of improving the federal government’s customer experience almost a year after President Joe Biden issued an executive ...

Even though enterprises believe that consistently delivering positive customer interactions is very important to business success, nearly six in 10 industry leaders say their businesses aren’t very ...

You probably have heard of those special dates on the business calendar. Think National Fun at Work Day, Employee Appreciation Day, National Bike to Work Day, or even National Salesperson Day. While ...