CALGARY, Alberta--(BUSINESS WIRE)--IrisCX, the smart video platform for virtual product selection, DIY setup, and support, today introduced Session Score, a real-time, AI-based customer satisfaction ...

Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company TM, today announced Forrester Research named Pega a Leader in The Forrester Wave TM: Customer Service Solutions, Q1 2026 (1).

TORONTO — Wegmans in the U.S. and Safeway in Canada scored the highest overall scores in a survey of grocery store customer service administered by Empathica Consumer Insights here, the group said.

The customer effort score (CES) is a metric that is used to measure how easy it is to do business with a brand. The metric involves asking customers to rate their experience with a brand on a scale ...

I’ve been thinking a lot about trust lately. Not just the concept, but how we actually measure it in business. That’s why I’m introducing what I call the Customer Confidence Score (CCS) – a metric ...

Cadillac scores 891 in the J.D. Power 2026 U.S. Customer Service Index Study, tying Lincoln and beating the premium segment average of 886.

The 2025 Airline Quality Rating returns with a new list of winners and losers. Here’s a look at which airlines deliver the best customer service and operational efficiency. After years of operational ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. That’s the question we asked more than 1,000 consumers ...