In recent years, we've heard quite a bit about digital transformation, a term that means different things to different people. It's often used to describe the transformation from brick-and-mortar to ...

As business leaders grapple with the short- and long-term impacts of COVID-19, the potential risk to employees and customers from face-to-face interactions remains a vexing issue. Companies need to ...

Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

For too many companies, customer service is an afterthought. It’s not that it’s not important to founders. It certainly is. But entrepreneurs tend to start the launch process by thinking about what ...

Building an effective customer service program starts with the attitudes of your customer service representatives. Customers are more likely to respond in a positive way when your customer service ...

Balancing a diverse product profile and increasingly global consumer base brings new and more complex service challenges. The increasing number of consumer touchpoints, and instant, always-on ...

Customer service approaches are becoming worse by the day—and it’s not just because so many companies are farming out theirs to foreign countries so people who speak English as a second language are ...

In a world that is increasingly interconnected and digitally driven, customer service has undergone a remarkable evolution. The rise of social media has revolutionized the way brands engage with ...

Whether from regulatory changes or customer expectations, it seems that healthcare organizations face new pressures every day. To satisfy customers and remain competitive, your organization must be ...

Matina Koronis-Koester says she’s a little old-fashioned when it comes to customer service. That means when someone calls digital partners inc. a person is going to answer the phone. There is no ...

Michelle Hataway is using the same Jefferson City charm she picked up from years of working at her family's local retail business to energetically promote economic development statewide. Regular ...

Any effort to bring empathy and sympathy and to humanize police officers beyond the badge is a step in the right direction, Greg Jackson, co-founder of nonprofit Heal Charlotte, said about the ...