Customer Retention

The art of attracting and keeping customers is a balancing act, and the pandemic was an anvil thrown onto the scale. The brands that...

How has COVID-19 affected customer and brand loyalty and what can businesses do to regain that loyalty? Here’s what industry experts, researchers, and customer...

Without question, the COVID-19 pandemic has laid bare consumers’ dependence on real-time digital services and experiences. When customers order groceries online, use telemedicine, stream...

The contact center industry has always needed to look forward. It’s a business so ingrained in the trends and innovations of every industry from...

The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer at digital...

IoT (Internet of Things) devices, products that are connected to multiple channels (think Google Home or any smart home device), are redefining how consumers interact...

The automobile—a status symbol and one of the most common forms of transportation for nearly a century—is facing headwinds around the world as new...

How to align the right CX goals in your sights.

Key findings from Incite Group's State of Customer Service 2020.