Being the lead story on the 6 o’clock news because of customer experience failures isn’t what any organization wants. But that is what happened to the Virginia Employment Commission (VEC) on July 16, ...

The vast majority of customer service isn’t critical, but that’s not the case for nonprofits working at the forefront of some of the most pressing challenges facing our planet and society today. From ...

The word “routine” has been in use since the mid-1600s. Derived from the English and French words for “route,” it’s meant to convey a regular activity done along the way to somewhere else. It’s often ...

GenAI has the potential to enhance customer service productivity by 45% (McKinsey). However, most early GenAI projects in customer service have failed to meet cost reduction and CX goals. Gartner ...

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands, ...

While it’s often the horrible customer service experiences that go viral on social media or become the topic of discussion over dinner, when asked, most people could likely think of a time when they ...

The first lesson in applying AI was learning how important it is to know who will be interacting with the AI application. We need to understand who the users of the application are, and what they are ...

At about 1 a.m. during a memorable trip I took to Australia, I awoke suddenly in a hot sweat in my hotel room at the Intercontinental Sydney Double Bay. Supposedly among that country's leading hotels, ...

Brand experience goes beyond customer service as it encompasses all the feelings consumers have before, during and after interacting with a brand. [Istockphoto] The first week of October is a time ...

On April 16, 2007, my wife talked me into adopting a tan, 2-year-old Labradoodle and Sheepdog mix. She wasn’t the dog I had in mind, but she slowly grew on me. We gave our boys the important role of ...

A final update on my journey out of the London Heathrow chaos, along with a few takeaways that the incident made me think about, not just for the airline and airport directly involved, but for the ...

2016 was a strong year for retail thanks to low unemployment, reduced interest rates and increased consumer confidence that led to a surge in spending. The retail rush that took place over November ...