Recently the Economic Intelligence Unit (EIU) conducted a survey of nearly 800 senior executives to find out their reactions to customer communication trends. Sponsored by Genesys, this infographic ...

Information technologists implement and manage complex systems. And customer call agents are tasked with answering customer inquiries and solving customer problems. But not just anyone can handle ...

(Also see the infographic at the end of this article.) 1. The Meek Customer generally will not complain. Social response: The Meek Customer will only post or comment on Facebook or Twitter when she ...

This infographic, courtesy of Zendesk, highlights “the good, bad and ugly truths” of how consumers are influenced by a retailer’s customer service. Following a bad shopping experience, some customers ...

Nearly all organizations have experienced changes in cost, profitability, and the ability to efficiently fulfill orders due to customer behavior changes. The infographic below presents key ways that ...

Customer service has a grim reputation, and customers aren’t putting up with these nightmare experiences anymore. According to the “Accenture 2013 Global Consumer Pulse Survey,” 51% of U.S ...

But what does that entail? An infographic guide from knowledge base software provider Helpjuice outlines (1) the impact customer satisfaction has on a business; (2) key drivers of customer ...

Before you even think about customer experience management ... transformed the already brief book to an even easier to read infographic — in the hope the visualization will make the points ...

People constantly trade good, bad and ugly stories about their customer service experiences, but which industries cause Americans the most frustration? According to a survey of US adults conducted ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Life is not what it once was. It's normal for most of us to ...

If you’re looking for a satisfying customer experience, you might be surprised to learn that your best interaction will most likely be in New Zealand. An infographic by Finances Online gives a ...