Contact centers need AI to scale, but leaders can’t afford to trade efficiency for trust. A copilot-first roadmap keeps satisfaction intact.

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

It has been well-documented on this site and others that customer experience, or CX, is the No. 1 brand differentiator. Every contact center-as-a-service vendor leads with this when talking about ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More “Your most unhappy customers are your greatest source of learning.” Bill ...

Low response rates, unattributed feedback and less than useful reports make B2B customer satisfaction surveys a difficult proposition when, in reality, they should be a goldmine for your company. This ...

Automotive manufacturers scour their private polls just as fastidiously as politicians do theirs, but the big difference is that there is never a "judgement day" for the car makers because they keep ...

If your organization sends out surveys, used to send out surveys or plans to send out surveys, then you should read this article. Some customers refuse to fill out customer satisfaction surveys. Their ...