Customer expectations have never been higher—and the bar’s raised every day. Pandemic-driven digital-first experiences mean consumers, especially Gen-Z and those younger, now expect companies they buy ...

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 ...

Flip, a startup that claims to offer an Amazon Alexa-like voice AI experience for businesses, has raised $20 million in a ...

Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. Your customer service team mans the frontline upon which you ...

Customers often encounter significant hurdles when attempting to connect with a customer service agent. This frustration is compounded by their existing concerns or issues, leaving them baffled as to ...

Customers share a strong desire for recognition: to be seen, acknowledged and appreciated. If you incorporate this into your customer service approach, you’re destined for success. You’re headed for ...

With economic uncertainty in the headlines, consumer confidence is crossing stormy waters—changing expectations, thus driving consumer trends, and making it critical for businesses to stay on top of ...

The integration of AI in customer service isn’t about choosing between technology and humanity—it’s about using machine intelligence to strengthen human relationships. The Fast Company Executive Board ...

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 ...

Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Here’s why it works, and how ...