The British Weather is no longer the only 'water-cooler' conversation as poor customer service experiences seem to have created a common bond for many. As service standards decline, is there any hope ...

Banks and building societies have overtaken the retail sector for the first time in a long-running customer satisfaction index. The top spot for the banking sector as a whole came as Nationwide ...

Measuring the bottom-line effects of customer service has traditionally been difficult, but a new study quantifies its impact: 73% of consumers say that good customer service encourages them to spend ...

The Retail Customer Experience Index offers a detailed evaluation of how leading retailers are adapting to meet evolving customer expectations in today’s increasingly digital shopping environment.

Walmart will leverage proprietary AI, generative AI and retail-specific Large Language Models (LLMs) to provide hyper-personalized customer experiences and improve customer service. Additionally, the ...

Understanding the nuances of consumer behavior is paramount for marketers and customer experience leaders, naturally. The digital revolution, coupled with the rise of generative AI and the increasing ...

After years of digital acceleration, store closures and experimental formats, physical retail is entering a new phase — one defined less by experiential spectacle and more by service, relevance and ...

Retail service quality encompasses consumers’ holistic assessment of store environments, personnel interactions and procedural efficiency. It is inherently multi‐dimensional, commonly featuring ...

Job postings for customer service in the U.S. have dropped about 10% below pre-pandemic levels, according to Indeed Hiring Lab data.

Benevolent by nature, Kartik Jobanputra is a serial entrepreneur and a pro skydiver. He lives life king-size. Founder & MD of smartt-ai.com. Customer service is evolving quickly thanks to the power of ...