Responding to customer feedback is critical for an effective voice-of-the-customer (VoC) program, yet far too few companies have a systematic way of doing so, according to Forrester Research. Only 61 ...

The shops that win on cycle time, retention, and reputation treat every phase of a repair as part of one connected system.

The evolving customer expectations are always a challenge for even the most responsive retailers. Your shoppers simultaneously demand frictionless transactions, deeply personalized shopping ...

Today’s consumers are asked to rate their experiences multiple times per day. You can hit a smiley face if the airport bathroom is clean and, if not, a frowny face. You’re encouraged to rate the ...

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 ...

A differentiating attribute of software companies is the way they integrate customer feedback into product development. Software is designed and built so that its use creates actionable data, which is ...

Turning data into dashboards isn’t enough. The real ROI comes when insights drive action—changing how teams work, serve customers, and grow revenue. Every company collects customer data. Surveys, call ...

Loyalty fails when it’s disconnected from how people pay. Traditional loyalty programs are often built as afterthoughts. A separate sign-up. A separate app. A separate step. But it doesn’t have to be ...