Businesses today frequently turn to customer surveys to gauge customer satisfaction, gather feedback and obtain data-driven insights. However, an over-reliance on these tools often leads to survey ...

Although only 17% of executives say they're optimizing CX effectively, 47% view overall customer experience as extremely important to their business. With a 30-percentage-point gap between executive ...

To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking? While a customer will never see this question, they ...

The Heartbeat survey is expected to take five to 10 minutes. All responses will remain anonymous and aggregated at an ...

Online retailers and brick-and-mortar stores are having a tough time keeping up with the ever-growing digital market and the audience characteristics that are developing with it. Shoppers are focusing ...

All I can really say about the appointment at my kid's allergist is that it occurred. We waited weeks to get in, got some tests, received a diagnosis and a treatment plan, had a weird insurance thing ...

SAN JOSE, Calif.--(BUSINESS WIRE)--Global analytics software platform provider, FICO, released findings of a survey exploring the shift in consumer expectations on how financial institutions manage ...

More than eight-in-10 (86%) consumers surveyed expect to connect with an agent within one to 10 minutes, and over 60% say they’ve waited 15 to 60-plus minutes in the past year. Only 32% of customer ...

Competition for customers is increasingly focused on providing the best possible experience. In order to improve and sustain a great customer experience (CX), the quicker you can get insights from ...

Findings from Global Survey of 1,000 Business and IT Decision Makers Suggests More Strategic Alignment on Digital Transformation Will Alleviate at-Risk Projects REDWOOD CITY, Calif.--(BUSINESS ...

I recently had an outstanding experience at a diner—the food, atmosphere, presentation and service were terrific. I was extremely satisfied with the experience, yet I won’t return. Why? Because I ...