When Marshall Field opened his first department store in Chicago, he focused on one thing: customer success, or as he phrased it, "Give the lady what she wants." Nearly 200 years later, a business's ...

The U.S. economy faces a witches' brew of destructive macro and microeconomic problems: increasing customer switching costs ...

For years, customer experience teams have relied on the same metrics to gauge success—NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) fill dashboards and ...

AI is here to stay. Generative AI’s growing intelligence can greatly improve all facets of customer experience, including NPS, CES and CSAT. LLMs help you understand your customers. A company’s NPS ...

Hawx Pest Control has been named the top-ranked company in Applause's 2026 pest control Best Customer Satisfaction category, reflecting data-driven excellence in customer experience, standardized ...

Forget vanity scores. From real-time insights to account-level health, these companies are proving that smarter CX metrics drive real business impact. Integrated CX data. Technology companies are ...

I attribute my success in business to measuring. As the old adage says, "What gets measured, gets managed, and what gets managed, gets improved." Most business owners focus solely on hard metrics and ...

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. Providing excellent customer service doesn’t just foster ...

AUSTIN, Texas--(BUSINESS WIRE)--BigCommerce (Nasdaq: BIGC), a leading Open SaaS ecommerce platform for fast-growing and established B2C and B2B brands, today announced it has been honored with an IDC ...

The Metropolitan Transportation Authority (MTA) announced a record increase in subway customer satisfaction recorded in its ...