In some cases, they’ve already wiped out sizable chunks of their customer service operations, together representing thousands ...

Customer experience should be getting better. Companies are increasingly claiming to be customer-centric and appointing Chief Experience Officers to focus on improving CX. They are investing in AI and ...

( NewsNation) — Artificial intelligence has yet to trigger the wave of white-collar job losses that some feared, but customer ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” It’s hard to picture ...

Echopass – Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon ...

Utility providers like Southern California Edison and Pacific Gas & Electric, pharmacies like Walgreens, and other daily-use companies like Amazon would be subject to the law if it passes. If they do ...