Customer Experience

Find out how a new online tool from The Yankee Candle Company, Inc., lets consumers personalize candles.

Brand manufacturers are striving to keep pace with consumers and better anticipate their needs. Find out how technology plays a central role in how brand marketers are using collaboration, simulation and visualization to enhance the retail experience.

Magnum Ice Cream and BCBGMAXAZRIA partner on Chocolate-scented wrap.

Jean Nidetch, founder of Weight Watchers International, Inc., died at age 91 at her home in Florida.

AFS Technologies adds new CEO and SVP of Customer Success.

With consumers switching brands more often than ever before, the rules of customer engagement have changed for marketing, sales and customer service across all industries. As a consequence, driving brand advocacy has become the No. 1 priority. T-Mobile gets it. Using a three-step approach, the company touts 4.9 million social fans and the fastest response time across all industries on Facebook, 55 minutes to be exact.

The Future of the Contact Center Focuses on the core changes facing contact centers through 2015 due to changes in technology such as smartphones, faster issue resolution expectations, Smart CRM, video, and a massive increase in mobile data traffic.

The idea that customer service matters is nothing new, but the ways in which companies interact with consumers must constantly evolve. HauteLook, an online flash retailer, strives to always be available where the member needs them, whether it be e-mail, phone or social media.