Tension: Brands promise customer care, but what most deliver is speed, efficiency, and scripted empathy. Noise: Service values are flattened into performance metrics and brand slogans that feel ...

For customer service leaders, the fact that they can and are increasingly delivering value is probably nothing new. They’ve always known that, given the right tools and investment, they can ...

Brands that want to build and sustain customer lifetime value are putting personalization, AI and value-driven loyalty ...

Core values aren’t just a set of buzzwords to pick out from. Instead, they must represent an organisation’s genuinely held beliefs that resonate with both leaders and employees.

Some of the customer experience “basics” include active listening, genuine communication and personalized service. These foundational elements can help enable your organization to better ...

Ruby compiled a list of emerging customer trends from different sources such as Forbes, Salesforce, Deloitte, and other media outlets and customer service experts.

Customer service is the direct, one-on-one interaction between a consumer making a purchase and a representative of the company that is selling it.

For a business to succeed today, customer service needs to be a core value and practice, not just a department. Mercedes Benz, Chick-fil-A and the Ritz Carlton all leverage the power of ...