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 ...

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 ...

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 ...

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 ...

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 ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

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; ...

BOSTON--(BUSINESS WIRE)--Pointillist ®, an award-winning provider of customer journey management software, identified that the most effective, high-performing teams align their organization around ...

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 ...

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 ...

As vaccinated millions step tentatively back into an in-person economy poised for growth, the relationships they had with companies they preferred before will resume — but on a trial basis. Spending ...