Meet Generation Novel, a growing cross-generational psychographic of digital-first consumers galvanized by the disruptive effects of COVID-19. This emergent and significant customer segment isn’t just ...

Customer service is the essential growth engine for any company finding its footing in the entrepreneurial world. You don’t have the luxury today of building a business as it was done in the Mad Men ...

Most loyalty programs today look similar, with many not taking customer loyalty into consideration at all. Programs are often just not that exciting for customers or reflective of the individuality of ...

Last week, I flew cross-country (twice) on my first business trip since the onset of the pandemic. As usual, I went with JetBlue, because I’ve had generally good experiences with them and that’s where ...

As a small grocery chain owner, Summer Auerbach has spent a lot of time over the last few months thinking about a particular brand of viral video that emerged during the pandemic. They have titles ...

Effective strategies matter: From building relationships on shared values to empowering customer service teams, offering ...

So many of us are these days. "This woman was screaming so loudly at me on the phone that my son could hear her in the other room. I didn't even have her on speaker phone," said Anne Spaeth, CEO of ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. What’s the cost of marketing distraction when shiny objects like new technologies or buzzy ...

NICE Enlighten AI Feedback powers agile real-time action with hyper-personalized surveys to quickly resolve customer issues HOBOKEN, N.J.--(BUSINESS WIRE)-- NICE (Nasdaq: NICE) today announced another ...

HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced another NICE Enlighten AI breakthrough innovation – the infusion of AI with NICE Satmetrix Voice of the Customer. NICE Enlighten AI ...