Customer service is part of customer experience (CX), but CX encompasses every interaction with a company, beyond just service. The concept of customer experience has evolved to include all aspects of ...

One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...

Today, clients expect plenty more than just a product or service. We live in a time where people increasingly view products and services as commodities. Customers expect an experience along with ...

Checking out the top 10 most popular customer service/call center articles on CMSWire from 2022. Customer service and call centers have become an extremely important part of a brand’s customer ...

Zendesk CX Trends 2026 report highlights a new standard: customers now expect instant resolutions, deeper personalization, and greater transparency from AI-powered experiences.

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Every October, Customer Service Week reminds us that service isn’t just about processes - it’s about people. This year’s theme, Mission: Possible, speaks directly to our reality: every customer ...