To improve customer loyalty, organizations must address this gap by implementing effective data management, advanced AI and strategic human interaction. Customer support is a vital function for any ...

Waiting expectations matter. Customers are more frustrated by unexpected delays than by long waits. Gaps break loyalty. When reality doesn’t match expectations, customers feel regret, complain or ...

The gap between what companies promise in advertising and what they deliver in experience is widening, a new report finds.

NEW YORK, Jan. 20, 2026 /CNW/ - Havas CX has released its seventh annual X INDEX Report, a proprietary global barometer of customer experience, revealing a warning for modern brands: the gap between ...

Avoid overpromising. Trust is built by establishing realistic expectations and then overdelivering. Overdelivery doesn’t mean working for free or providing services at a significant loss. Small, ...

For the first time in ages, technology advancements feel on pace with the big ambitions we have as marketers. Personalized experiences at scale, strong alignment between different marketing ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. RetailWire, a daily online publication, asked me what three ...