In 2016, the questions of ownership and business impact of customer experience management are still open. Learn more from the CRM consulting perspective..

The latest results of the Net Happiness Score survey of the MSPA (Mystery Shopping Providers Association) Europe of 43,775 stores show a decline in the quality of employee engagement, with an average score of 31%, compared to 34% last quarter..

The ultimate guide to utilising customer insight, data & analytics to excel at customer experience..

Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. Find out the latest trends..

Many organizations are already using live chat to make patients’ lives easier by scheduling appointments, discussing billing issues, or locating essential information quickly and easily. But how do you protect patient privacy?

“The customer is always right!” Many businesses live by and preach this phrase. But is it true?

Bright report reveals how UK industries perform when it comes to customer service..

Shep Hyken reflects on some lessons learned from an encounter with a proactive customer service coordinator..

The whole notion of good old fashioned customer service seems to be disappearing quickly. Is it due to these customer service “styles”?

It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.”

Based on a recent global survey and interviews with key industry players, these 10 principles show how companies can position themselves for future customer success..

No business likes to get complaints. However, we have to accept the fact that complaints will happen. Here’s a step by step guide to handling them well..

Failing to provide satisfactory customer service is becoming an increasingly costly mistake for businesses..

Creating self-improving customer service operations that drive long-term revenue through customer retention and repeat business..

In the quest to improve customer experience and loyalty, it’s helpful to consider the ‘cultural habits’ of successful service organizations..

A compilation of all-time favourite instances of good, bad and ugly customer service to help you learn the dos, and don’ts..

CX network in partnership with Telecoms IQ are extremely excited to announce that the agenda for CEM in Telecoms Global Summit 2017 is now available to download!

In the rapidly-evolving world of digital marketing the job itself has undergone a dramatic transformation from pre-digital days..