Kohl’s is confronting a shift among customers that could make its road to recovery more challenging. Learn more about the retailer's upcoming changes.

Customer churn is often caused by inconsistent customer experiences. Learn why CX should focus on retention, consistency, confidence, and the experiences that make customers leave.

Home Depot is working to strengthen its business as a growing customer problem puts pressure on sales.

Artificial intelligence is rapidly becoming part of how organizations approach customer experience. From analysing feedback and identifying patterns to automating reporting and surfacing ...

All else being equal in the marketplace, differences in customer experience are more often than not the driver of customer loyalty. While CX covers a lot of territory, it often lives or dies in ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

The current era of efficiency and optimization has ushered in AI assistants and automation to help get the job done faster. While these tools undoubtedly accelerate performance, companies should not ...

Kroger CEO Gregory Foran has been open about the fact that many of his chain's stores need work. "Our operating costs have been growing faster than our sales. That's not sustainable. And frankly, it's ...

When customer experience breaks down, the contact center is where the pressure lands. Service leaders are told to respond faster and resolve more issues, usually on a budget approved with little ...

Americans are encountering more problems with companies’ products and services than ever before, and a higher proportion of them are actively seeking "revenge" for their troubles, a new study has ...

Every consumer brand founder I get on a discovery call hands me the same diagnosis before I even ask for one: acquisition is broken. Costs are climbing, a channel that used to convert doesn’t anymore, ...

Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...