Voya Financial wants customer context to carry across channels. Getting there has meant redesigning workflows first, ...

Customer churn is inevitable — it’s what the experts have said, and it’s true. Before you start wringing the proverbial churn towel and holding the door open for departing customers, take hope: A mere ...

A bipartisan pair of lawmakers is pressing agencies for information on their implementation of a 2019 law to improve customer service. Reps. Gerry Connolly, D-Va., chairman of the House Oversight and ...

A CRM cycle is essential for businesses looking to effectively manage their customer relationships and drive growth. This process involves progressing through various stages to achieve success. When ...

For many companies, the particular products and services they produce are no longer enough to differentiate them from the competition. Differentiation must therefore be derived in some other way. One ...

OVERLAND PARK, Kan.--(BUSINESS WIRE)--Black & Veatch’s Management Consulting business announced today that two client projects in Maryland and Canada were awarded coveted 2020 CS Week recognition, ...

Customer service isn't just about being courteous to your customers – it's a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public ...

The Victorian bus operator recently undertook the global customer health check process to analyse its service standards ...