Life is a series of progressions. Take the transition from student to professional, for example. In school, our objective is to learn the fundamentals of a subject. When we start our careers, we aim ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 2 years old. NPS is one of the ...

There’s a disconnect between the front office and the back office, and it’s happening at the worst time. Best-in-class customer service is critical right now, but when the customer service team isn’t ...

What gets measured gets managed. Make sure you measure the right key performance indicators (KPIs) to lead your business to success. Here are six metrics that will help you manage the underlying ...

Steps CMOs can take to become more successful in delivering customer experiences that add value for both the customer and the organization. CMOs want to make CX investments that will drive the most ...

ORANGE, Conn.--(BUSINESS WIRE)--Avangrid, Inc. (NYSE: AGR), a leading sustainable energy company and a member of the Iberdrola Group, announced today improved customer service metrics across its ...

When you put time and effort into defining the right metrics and planning your measurement strategy, VoC can have a positive impact on your bottom line. The old adage “measure twice, cut once” has ...

Irdai has directed insurers to link the remuneration of CEOs, MDs and other key management personnel to customer-focused ...

Metrics paves the way for investigations. For any service manager, the race to complete the investigation and resolve the issue is against the customers’ tolerance levels to a number of service ...

The insurance regulator has revised remuneration norms for senior executives, mandating stronger focus on claims settlement, ...