The ideal way to manage customer expectations then would be to identify the strengths and weaknesses of human and bot interaction and establish a hybrid approach where the strengths of each component ...

There are many important things you can do to ensure you’re managing customer expectations as well as possible. From investing in the right tools and software to setting realistic expectations and ...

The pandemic has created some “cultural angst” among consumers who are more anxious about the trustworthiness and delivery of services. As customers get more used to doing everything remotely — from ...

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

As customer expectations evolve, basic amenities and standard services are no longer sufficient to captivate modern, experience-savvy guests. This consumer mindset shift mandates an industry ...