Workers with primary roles requiring customer interaction report high rates of physical fatigue (53%), cognitive weariness (44%) and emotional exhaustion (40%), according to the American Psychological ...

AI chatbots are growing in popularity and capabilities. What potential do they have to improve customer experience (CX) by answering questions and holding conversations? Whatcha got, ChatGPT? We ...

If we ask our employees open-ended, probing questions and are willing to have an open mind to not only ‘hear’ what they have to say but really ‘listen’ to their feedback — with zero ego attached — it ...

Customer service representatives working at a call center wearing facemasks and using headsets during the Covid-19 pandemic. The supply chain crisis has created a ripple effect of other crisis ...

If your satisfaction with your bank has gone down lately, you may be in the majority. The latest J.D. Power customer satisfaction study of U.S. banks shows consumer trust in retail banks has declined ...

TROY, Mich.: 13 March 2025 — Customer satisfaction with the dealer service experience remains strong for a second consecutive year, yet long wait times for appointments, communication shortfalls and ...