To learn more about our editorial approach, explore The Direct Message methodology. You’ve probably seen the numbers. Surveys show that 80% of consumers expect personalized experiences. Nearly 70% ...

The ease of online and omnichannel shopping due to the pandemic has elevated consumers' expectations. More than half of respondents (58%) said their customer service expectations are higher today than ...

MELVILLE, N.Y.--(BUSINESS WIRE)--Seventy-seven percent of businesses say consumer expectations for effectively engaging with them digitally have increased over the past 12 months, up more than 10 ...

Technology has caused a shift in many aspects of life over the years. It has given us the ability to connect with each other quickly through social media, allowed us to cut the cord and stream ...

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

The metaverse, a virtual reality–based successor to the internet that is populated with live people, is yet another new digital space where brands can more fully engage with their customers. But, many ...

There are a lot of different things that go into starting and operating a business. You need a product or service that can sell and a team that can distribute it. You need marketing campaigns, a ...

World-class customer service is now an expectation from end-user consumers who have gotten used to clicking a button, ordering it now and having it at their doorstep tomorrow — or in some cases, later ...

However, it's never a bad idea to incorporate best-practices into your B2B marketing strategy, and marketers can learn a lot from how customer service professionals have adapted in the last year and a ...

It’s not new news. In the dynamic landscape of field service, technology, and innovation are pivotal. But let’s focus less on the direct benefit technology adoption has on your pocketbook and more on ...

Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. They believe that neglect happens when customers feel ignored ...