When a consumer today calls a company for support, the typical response is to have an automated voice attendant answer the phone, throw five layers of menu options at him, ask for his name, telephone ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. My concept of creating a convenient experience is an ...

It's one thing to measure a customer's effort using your products or services but how do you take that data and make it actionable? Customer experience metrics without action are as useless as the ...

The customer effort score is a business-critical metric and a key indicator of customer loyalty and retention. Improving it should be top of mind. Customers today demand a convenient and effortless ...

24/7 Customer, a provider of predictive experience solutions, is teaming with Corporate Executive Board (CEB) to develop CCC Loyalty View, a software-as-a-service offering that will help CEB member ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. The best marketing investment your company can make doesn’t have ...

Is Customer Effort an appropriate measure to consider as a customer metric for businesses that are committed to developing a customer-centric organisation? Does it deliver financial benefits to those ...

Customers churn for a lot of different reasons. In today’s world of subscription-based business models and limited trial periods, many brands risk losing a large swath of customers after a certain ...

The federal health insurance exchange site, HealthCare.gov, hasn’t had the smoothest rollout. Since its Oct. 1 launch, the site has experienced numerous technical issues, such as people not being able ...