Engaged employees deliver better customer service. Companies in the top 25% of employee engagement have 10% higher customer ...

Transforming customer service requires delivering an effortless end-to-end experience – from initial customer engagement with a brand to request handling and issue resolution.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. “The secret weapon that differentiates exceptional ...

AI is making undeniable inroads into enhancing customer service and the overall customer experience. A visit with Paddy Srinivasan, SVP and GM, Customer Engagement and Support at LogMeIn ...

Lindsay Sanchez, CMO at Khoros, a digital customer engagement platform provider, told CMSWire that online brand-owned communities go beyond static FAQs and offer robust, personalized digital ...

Customer engagement isn't only a digital "thing". It's got a lot more to it. Rich Toohey, Vice President of Marriott Rewards, speaks to us on what more there is.

Customer engagement is no longer a series of one-off experiences—it’s an ongoing dialogue. Companies need to be good listeners in the digital age, and that requires a new set of skills .

The customer is more than a consumer of a product or service; they now have opportunities to shape, create, and define a brand, and to become brand advocates through direct participation with the ...

A good customer engagement platform will give you tools to create a better customer experience with user-friendly options. You can design surveys with a 5-star scale, multiple-choice format, smiley or ...

Onboarding, customer service, engagement and retention: ... In a similar vein, analysis by Harvard Business Review has found that quality customer service drives loyalty among consumers (2).

“Customer engagement, like quality and innovation, must exist at each stage of the customer experience,” explains Fallon. Sales mindsets are also commonly misplaced.