MSPs are best-situated to grow their existing business when they document common processes and evaluate every single interaction with clients, according to a ConnectWise leader. Service excellence is ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

The digital age has revolutionized customer expectations. No longer content with limited options, today's customers actively explore, compare, and demand exceptional experiences throughout their ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

By Amanda AKUSHIE Customer experience is still widely misunderstood in many organizations. It is often treated as a frontline issue, something to be managed through customer service training, ...

Value stream alignment. Define value streams using the customer lifecycle to guide digital transformation and improve efficiency while prioritizing customer experience. Agile strategy approach. Use ...

Experiences are, at their core, emotional for customers. Whether it’s the frustration of being stuck in a middle seat on a long flight, the excitement of waiting hours to taste a special meal, the ...

Opinions expressed by Digital Journal contributors are their own. Many companies recognize the importance of delivering a good customer experience, but only a select few see it as an act of service — ...

According to Fenergo estimates “poor customer experience” is costing financial institutions $10 billion in revenue per year. 36% of financial institutions have lost customers due to inefficient or ...