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 ...

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 ...

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 ...

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 ...

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 ...

Part of the marketing playbook for value-based selling is the use of customer case studies to provide references and proof of value for a product, service, or software solution. This is what customer ...

We’ve been hearing about the notion of customer experience forever, the idea that we could improve customer interactions with brands digitally. So far, the results have been mixed at best. Sierra, the ...

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 ...

In their earliest days, digital brand communications, like business-to-customer text messages, were revolutionary. Consumers benefited from direct access to deals and news about the brands they loved, ...

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 ...

In the sprawling city of Los Angeles, where the pace is as fast as the traffic once was on the 405, the once-reliable anchor of good customer service seems to be slipping away into the Pacific horizon ...