The ease of online and omnichannel shopping due to the pandemic has elevated consumers' expectations. More than half of respondents (58%) said their customer service expectations are higher today than ...

AI is no longer experimental in retail as nearly half of retailers use it weekly to drive personalization, loyalty and growth ...

New research by the Institute of Customer Service (ICS) reveals half of consumers feel that service is overly automated ...

The post Bold Customer Waited Nearly Five Months To Complain About Spoiled Meat, So One Cashier Had To Explain That’s Not How ...

Retail media networks (RMNs) have become a powerful lever in delivering on that trifecta, she said. It helps drive relevance ...

In luxury retail, executives from Prada, Versace, and Zegna referred to the customer experience as a selling ceremony at Oracle Retail’s Industry Forum in Lisbon, Portugal. Luxury brands are compelled ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 4 years old. There aren’t many ...

Customer service workers often bear the brunt of other people’s worst moods. One shopper, who used to work retail herself, offered a small kindness that clearly meant more to one mistreated employee ...

Taskrabbit, the platform connecting people to skilled, reliable Taskers from their local communities, today announced the ...