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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

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 ...

The infographic below from ClickSoftware shows how unresolved customer service experiences hurt companies in industries from banking to health care to retail. The early-rate deadline for the 2025 ...

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 ...

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 ...