Below are some key executive metrics for customer experience and why they ... of how satisfied your customers are with your product or service, as measured by your support health.

Customer experience is no longer a soft business function—it is the economic backbone of modern enterprises, dictating ...

Metrics and Change Management The change management process often requires a company to revisit its positioning platform, brand strategy, customer segmentation and targeting priorities, online-offline ...

Field Service Managers face a big challenge balancing customer service with operational efficiency. It can be often hard to know how each important aspect is performing; and making changes in one area ...

What does it take to make customer experience a top priority in today’s service industry? We launched the Service Intel Podcast to answer that question. In each episode, service leaders join us to ...

Verizon Communications VZ posted solid first-quarter financial results amid weak customer metrics. Wireless service revenue increased 2.7% compared with a year ago, despite the loss of 289,000 net ...