Blog: Customer Care

New research from Forrester finds that the quality of customer experiences is largely at a standstill. Forrester’s 5th annual U.S. Customer Experience Index report found that the overall quality of...

Marketers, if your B2B website was on a “first date,” would it get a second one? For many websites, the answer is probably “no,” according to recent research by Forrester....

At Forrester’s CX NYC 2019 conference, the message was clear: customer experience has a hit a wall. The failure to understand what customers really want and deliver value has led to...

AI-powered bots are infiltrating the contact center—but not in the way most media reports have predicted. Instead of replacing human associates, intelligent virtual assistants (IVAs) are...

A healthy emotional connection is based on experiences that make one feel valued as an individual. That’s why building an emotional connection between customers matters more than ever as...

One bad experience is all it takes. From airlines to banking to retail, one poor interaction with products or services can send loyal customers to a competitor. Why is it so easy to ditch a...

When it comes to delivering excellent customer experiences, employees are the life blood of your organization. Yes, recent innovations in AI and robotics (‘bots’) have sought to...

Ask any star athletes what’s the secret of their success and most likely it will be practice, coaching, and feedback. Yes, many have raw talent, but more do great on the field because they...

Lost revenue. Employee burnout. Customer frustration and attrition. These are the business impacts of being unprepared for seasonal surges in customer demand. Seasonal surges range from the...

“Your customers don’t need to be loyal—you need them to be loyal,” said Emily Collins, principal analyst at Forrester, at a recent Consumer Marketing forum: Beyond the...