Customer churn is not solely a customer success problem. Here's how to adopt a holistic, company-wide approach to customer retention.
A new report also suggests that half of the companies planning drastic cuts and replacing workers with AI will drop their ...
Misaligned goals, not bad agents, often cause customer effort. Here’s how to use friction as feedback — not something to flatten. Friction signals misalignment. Customer effort often reveals deeper ...
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Kohl's CEO sounds the alarm on key customer problem
Kohl's has struggled to find an identity in a quickly changing retail world. It simply takes more effort to get people to leave their homes and visit a store. Kohl's (KSS) has tried to address that by ...
Vanessa Salazar of Apopka wanted a larger vehicle to transport her family. She fell in love with the Kia EV9. “We loved it. We thought it felt great,” Salazar told Action 9 Consumer Investigator Jeff ...
MVNO challengers are winning over consumers disaffected by poor service from South Africa's big telecoms operators.
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