We dig into some common Voice of the Customer templates and how CX practitioners approach collecting their customers' feedback. More than three-quarters of consumers expect companies to understand ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. To learn that your company, division or department has ...

It’s something we all wonder after interacting with a business: should I bother to take this survey they’re sending me? Whether you were the phone with an airline, bought a product from a private ...