#customer-experience

#customer-experience

This week, Florida-based fiber provider Summit Broadband announced the implementation of a new brand promise. According to the company's announcement, "This strategic direction marks a significant step for Summit Broadband, reinforcing its investment in network infrastructure and its relationships with both residential and commercial customers across Florida. The company's renewed focus aims to drive innovation, foster stronger community ties, and ultimately deliver an unparalleled customer experience."

Poorly designed support flows frustrate users, but smart, intentional redesigns can turn a help center into an intuitive, self-service space that feels like a natural extension of the product. This improves the customer experience while reducing live support needs and helping internal teams spot common problems and solutions. Help centers are no longer afterthoughts; they're now core to digital product experiences and key drivers of user satisfaction, retention, and brand trust.

Sometimes it lets me down, but sometimes it really surprises me.

In 2025, businesses must think beyond the old ways and embrace new strategies for growth and efficiency. A key component of this shift is enhancing value through creativity, whether that means refining service delivery, optimising customer experience, or using tools like a collage editor to visually engage with clients. These small, but effective innovations can set service based businesses apart in a competitive market.

"We're learning a lot, I'm going to be honest with you," Mathews told the WSJ.

I started my career working for the Philippines tourism board. At that time, the Philippines - and its 7,000 islands - as a destination was relatively unknown in UK and Europe. In my 10 and a half years there, I had all sorts of roles learning about the industry and learning about marketing in general. My first task was to build the website, at a time when online travel portals were pretty much in their infancy.

The role of customer experience officer is becoming common and necessary for measuring and enhancing customer experience across organizations, especially through technical and people skills.

Chipotle's use of AI for smarter scheduling has led to labor costs dropping significantly, adapting staff schedules to meet real demand and improving operational efficiency.

The newly enacted law establishes the VEO within the office of the VA secretary and outlines the oversight structure and duties of its Chief Veterans Experience Officer.

Brands are stuck between wanting to stand for something and constantly needing quick wins. Marketing has become a bit like fast fashion, cranking out disposable content for short-term clicks.

It's 2am and you're still working.

Olive Garden's mints are distinct with custom branding, featuring a green top and brown bottom, differentiating them from standard Andes mints which have all-brown packaging.

The ability to offer diverse payment methods is a vital factor driving business growth and customer satisfaction, especially in today's fast-paced digital economy.

Gabaldon emphasized the need for legacy brands to evolve while maintaining authenticity, stating it's about adapting without sacrificing their heritage. Collaborations serve as bridges to connect with cultural icons and modern consumers.

Shoppers won't wait around; if they can't find the right product fast, they'll bounce, taking potential revenue with them.

A good pub should feel like a second home—welcoming, relaxed, but with a better stocked fridge. A pub usually serves food, while many bars focus purely on drinks.

In our GFiber Labs demo, we used gaming as the test scenario. We ran two gaming consoles next to each other and injected congestion into the network with the lab's traffic generator. Predictably, things fell apart: lag, stuttering, pixelation. Then we carved out a dedicated lane (a "slice") in the network that reserved bandwidth just for gaming traffic. The result: the driving game demo went from jittery and glitchy to smooth and responsive.

In an era of high churn, razor-thin 2% conversion rates, economic headwinds, and fierce competition, brands are challenged to maintain loyalty with new customer expectations.

T-Mobile ranked highest in both the mobile network operators postpaid category with 626 points and the prepaid category with 617 points, leading both segments.

In many organizations, decisions are made in boardrooms, far removed from the customer's reality. Metrics are dissected. Dashboards are studied. Yet somehow, the real customer experience gets overlooked or misrepresented.

Salesforce and ServiceNow invested $1.5 billion in Genesys, a customer experience vendor, signaling a long-term strategy for collaboration focused on AI-powered experience orchestration.

Hundreds of EE customers reported service issues over the last 24 hours, struggling to make or receive calls, adding to earlier disruptions this week.