The British Weather is no longer the only 'water-cooler' conversation as poor customer service experiences seem to have created a common bond for many. As service standards decline, is there any hope ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

Understanding the nuances of consumer behavior is paramount for marketers and customer experience leaders, naturally. The digital revolution, coupled with the rise of generative AI and the increasing ...

Measuring the bottom-line effects of customer service has traditionally been difficult, but a new study quantifies its impact: 73% of consumers say that good customer service encourages them to spend ...

More than half (52%) of consumers engage with customer care representatives through three or four different communication channels, according to research from Ovum. In addition, 64% of U.S. consumers ...

Bringing personalization beyond curated web experiences can require some special consideration. Associates play an important role in in-store personalization, but they need the right equipment to work ...

In the rapidly evolving retail landscape, where e-commerce and digital experiences dominate discussions, the importance of brick-and-mortar stores remains undeniable. A significant portion of shopper ...

But as quickly as Dusk attracted attention, they found themselves in a far more serious PR storm this time not for their ads, but for their service. Dramatic discounting and aggressive sales campaigns ...