Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

In most cases, poor customer experiences are rooted in inefficient or outdated processes and technology — or at times, both. By now, businesses have spearheaded multiple initiatives around customer ...

“Every customer is literally irreplaceable” is one of my customer service consulting mantras. And though I consider myself a convincing fellow, this concept of the irreplaceable customer can be a hard ...

Let’s face it, if you’re a seasoned traveler (or even an infrequent one), airline travel isn’t something you look forward to. Do a quick search on your social networks and look for connections raving ...

But customer service is just one aspect of the entire customer experience. It usually comes into play when something has gone wrong; it is the place where companies fix things when part of the ...

Opinions expressed by Entrepreneur contributors are their own. Customer service is an area that small business owners can easily overlook when they’re trying to balance priorities. Aside from making ...

MARLBOROUGH, Mass.--(BUSINESS WIRE)--Nationwide has once again staked its claim as a customer service powerhouse by ensuring customers receive top tier service at each touchpoint of interaction. The ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Telecommunications giant Verizon is announcing a new suite of customer service experiences for consumers of its phone and internet offerings. Among other enhancements, Verizon customers now have ...

Sixty-four percent of U.S. workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers. Dissatisfied employees were more than 2.5 times ...

PLEASANTON, Calif.--(BUSINESS WIRE)--Medallia, Inc., the global leader in customer and employee experience, today announced the findings of its new report: The New Customer Expectations for the ...

Corrections & Clarifications: An earlier version of this story misclassified Chewy.com The company is an online shop. Retail giant Amazon, online fast-fashion retailer Shein and confectionary brand ...