According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

Findings Also Show 69% of Customers Would Switch From Human Service to Automation – As Long as It Resolves Their Issue MELVILLE, N.Y., May 12, 2026--(BUSINESS WIRE)--New survey research from Verint ® ...

As customer expectations evolve, basic amenities and standard services are no longer sufficient to captivate modern, experience-savvy guests. This consumer mindset shift mandates an industry ...

While sitting on a delayed train last week, I overheard two conversations. While a pair of elderly gentlemen discussed writing a letter of complaint, a pair of teenagers had already fired a Tweet to ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

The trades industry—plumbing, HVAC, electrical, and other essential home services—has long prided itself on providing reliable, critical solutions to customers. But as we begin 2025, new research from ...

Artificial intelligence (AI) can be leveraged by hospitality companies to meet or even exceed customers' expectations, according to a framework proposed by researchers in the Penn State School of ...

With economic uncertainty in the headlines, consumer confidence is crossing stormy waters—changing expectations, thus driving consumer trends, and making it critical for businesses to stay on top of ...

Editor’s note: You walk into every experience carrying an invisible scorecard — and you didn't fill it out. In Part 1 of this series, we explore why the hospitality industry's obsession with "managing ...

Customer service has declined significantly in recent years. Some attribute it to a lack of communication skills among younger workers, but I have observed a decline across all age groups. As a ...

Findings Also Show 69% of Customers Would Switch From Human Service to Automation – As Long as It Resolves Their Issue New survey research from Verint® reveals 79% of respondents would switch to a ...