Despite the rise in technology and the ever-present narrative that robots are going to take over the world, consumers still ...

Strong channel relationships do tend to benefit your operations and those of your partners, but ultimately, they’re for your ...

Over the last two decades, customer expectations have gone through an evolution. In fact, 80% say that experience is just as ...

Everywhere you turn, someone’s talking about experience. User experience. Customer experience. Employee experience. Total ...

Leadership and customer service training work together to create a purpose-driven and customer-centered culture and exceptional customer service and customer experience results ...

Close the loop with care. Deborah Bearden trains associates to respond meaningfully to customer feedback—no generic templates ...

GenAI can analyze large sets of data, including every customer interaction, the customers' sentiments before and after interacting with the agents and their actions on the company’s website. Using ...

In December 2021, a White House executive order aimed to enhance federal service delivery. Over two years later, we'll explore how agency efforts and congressional oversight have shaped the federal ...

It’s a competitive advantage. Look no further than the banking industry, a sector that rode the wave of automation in customer service straight into a paradox. After pioneering ATMs, online ...