Forbes contributors publish independent expert analyses and insights. I am a behavioral statistician sharing my research in leadership development. In 1998, Rucci, Kern and Quinn wrote the very ...

While CX pros are growing in headcount, they still face many hurdles as they grapple with driving behavioral change with customer experience management. Customer experience management can lead to ...

The construction of effective customer satisfaction surveys becomes part of a pivotal strategy for achieving a deeper connection with customers. The creation of winning customer satisfaction surveys ...

Our new customer involvement framework places the customer voice at the heart of our strategy and service delivery, writes Craig Taylor, director of customer operations at Amplius Our new customer ...

Forbes contributors publish independent expert analyses and insights. I write about leadership and performance management. Recently, I read Amp It Up by former ServiceNow CEO Frank Slootman, who ...

TROY, Mich.: 8 Nov. 2023 — The residual effects of the pandemic are finally in the rearview mirror, spurring improved customer satisfaction with the vehicle purchase process. According to the J.D.

Americans have a lot of choices when they want to eat out, whether it be at a fast-food chain or a full-service restaurant, with customer satisfaction being a significant factor in where they go. A ...