Customer Experience News & Trends

When’s your best opportunity to gain customer loyalty?

As a contact center pro, you hold the key to customer loyalty. But when is your best chance to win it?

Customers expect more than an apology when you’re wrong

Customers want an apology – and make it quick – when your company makes a mistake. But what else do they expect?

How many customers think you exceeded their expectations?

Customers may complain, but they don’t think customer service is all that bad — seriously! Here’s proof.