There are three elements I believe companies should focus on to create a great customer experience for the modern consumer: ...

1. Proactive Support: Address issues before they escalate. Follow up, check in and make customers feel cared for. 2. Surprise And Delight: Small gestures, from personalized thank-you notes to ...

The customer experience has evolved from in-person to telephone, multi-channel, and contact center to an AI-driven future in ...

Over the last two decades, customer expectations have gone through an evolution. In fact, 80% say that experience is just as important as the actual product or service, according to data from ...

In a bold move to enhance customer experience, Booths, a UK-based supermarket chain, has removed self-service checkout machines from all but two of its stores. This decision, implemented in November ...

As customer expectations continue to rise, organizations struggle to meet the demand for fast, effective, and personalized service. Long wait times, impersonal interactions, and disjointed service ...

ISG has distributed surveys to more than 90 contact center service providers serving the global market. Working in collaboration with ISG's global advisors, the research team will produce three ...

Companies not listed as contact center service providers can contact ISG and ask to be included in the study. All 2025 ISG Provider Lens™ evaluations feature expanded customer experience (CX ...