In today’s fast-paced marketplace — where trends and technologies constantly evolve — one principle remains steadfast: customer satisfaction is the key to long-term success. A customer-centric ...

NEEDHAM, Mass.--(BUSINESS WIRE)--International Data Corporation (IDC) has traced the dramatic changes in the B2B buyer's journey over the past decade. Today's buyer is fully engaged across multiple ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

Customer experience professionals at American Express have shifted its Voice of the Customer model to one based on sentiment. Customers want easy, omnichannel options that are often digital-first and ...

Opinions expressed by Digital Journal contributors are their own. With acceleration in digital transformation, customer expectations have evolved significantly in the insurance sector. In this era ...