In the Customer Experience report, we look at the many ways companies and consumers interact and how companies might make those experiences better for consumers. Previous coverage and new stories ...

To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking? While a customer will never see this question, they ...

When done properly, surveys can be instrumental in collecting actionable insights from customers that ultimately improve the customer experience. Getting feedback from customers can be a key to ...

The parent company of Winnipeg spa Thermea is pulling a guest experience survey that asked what one customer says were ...

Do you truly want to know how customers view your customer service (and can handle the truth)? If so, here’s a 10-point consultation that will help you do exactly that through improved customer survey ...

Customer surveys are useful for better understanding your business, better understanding your audience, and ultimately tweaking the business to be more profitable. But without well-designed surveys, ...