The current business landscape is competitive and fast-paced. To stand out among the competition, companies must be customer-centric. The customer experience must be at the center of every business ...

We’ve talked a lot about the “inside” of my Inside-Out Framework approach to developing a strong positive company culture, focusing on the first-line customers, the employees. Zack Oates, CEO and ...

As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Chewy CEO Sumit Singh explains that a “moat” of ...

As consumers, we’ve all seen how technology helps improve our everyday lives, making it simple for us to handle mundane tasks like buying an airline ticket or ordering from a restaurant. But what ...

The British Weather is no longer the only 'water-cooler' conversation as poor customer service experiences seem to have created a common bond for many. As service standards decline, is there any hope ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

If you’ve been on the phone with customer service recently, there’s a good chance your first interaction was with a bot, or maybe automated voice, telling you to press some number to get to a menu to ...

When Jake Moffatt's grandmother died in 2022, he booked a flight to her funeral on Air Canada, hoping to use their bereavement travel discounts. Air Canada's customer service chatbot told Moffatt he ...

Service workers are some of the hardest-working employees out there. Part of what makes their job so intense is the fact that they have to deal directly with customers almost all of the time. Some ...