RICHMOND, VA--(Marketwired - Oct 1, 2015) - SingleStone, a Richmond, Va.-based consulting firm that specializes in customer experience solutions, has released a report containing independent research ...

It's one thing to measure a customer's effort using your products or services but how do you take that data and make it actionable? Customer experience metrics without action are as useless as the ...

Customer experience professionals have a variety of metrics to measure the experience of customers and prospects but should they also invest in the CES metric? Customer experience professionals have a ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. My concept of creating a convenient experience is an ...

When a consumer today calls a company for support, the typical response is to have an automated voice attendant answer the phone, throw five layers of menu options at him, ask for his name, telephone ...

Tethr, a provider of artificial intelligence-powered conversational intelligence platforms, has launched Tethr Essentials, which helps organizations discover business-impacting insights from their ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. The best marketing investment your company can make doesn’t have ...

The federal health insurance exchange site, HealthCare.gov, hasn’t had the smoothest rollout. Since its Oct. 1 launch, the site has experienced numerous technical issues, such as people not being able ...

Is Customer Effort an appropriate measure to consider as a customer metric for businesses that are committed to developing a customer-centric organisation? Does it deliver financial benefits to those ...

Just last week, a consumer forum lawyer argued with me on Twitter about the column on customer satisfaction and its importance, saying that all companies are just fudging this idea of satisfaction. I ...