In the 2022 Digital-First Customer Experience Report, NICE asked consumers and senior decision-makers what they believe is working in digital-first customer journeys. Unsurprisingly, the report ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

There’s no one single way to create a customer journey map. See how brands are approaching journey mapping today in strategic, emotional and goal-driven ways. What’s in your abandoned cart? From a ...

Opinions expressed by Entrepreneur contributors are their own. Are you gearing up to launch an internal customer service initiative? Well, you’ve come to the right place. I’m happy to equip you with ...

When was the last time you went somewhere new without a map? How lost did you get? Since the advent of smartphone GPS navigation, it’s become startlingly clear how much easier maps make our lives.

It’s important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...

If you’re interested in building an internal customer service initiative, here’s how to undertake this on your own, based directly on what I’ve found works for me. (I’m a customer service consultant, ...

Opinions expressed by Entrepreneur contributors are their own. We’re entering an age where businesses are all about the customer. Companies are noticing they must treat users like royalty through ...