Across the customer service world, the advantages of self-service for companies and customers are clear. But the best way to drive customers to self-service is a lot murkier. For some, the thought was ...

One of the easiest things for good people to notice is rudeness. There is really no way to mask it. They will take note of ...

Acting with integrity—as an individual or a business—is an investment in building up your reserves in the currency of trust ...

The good news is that outstanding customer service is very much alive and well, but as consumers, we are making choices that ...

Marc Benioff said AI at Salesforce achieves 93% accuracy in customer interactions. We're in the midst of a "digital labor revolution," potentially worth trillions, Benioff says.

As customers face more and more prompts to add a tip to the bill in places where gratuities were not customary only a few years ago—and often before any service has been rendered—their attitudes ...

Before you even start shopping, you should have a good idea of how much speed you'll need and your budget. Here are the top 10 mistakes I've noticed people making when picking out an internet plan: ...

Too many organizations treat CX as a function, not a culture, leaving growth, loyalty and employee alignment on the table.

The Chase Total Checking® account charges a $12 monthly service fee to account holders who don't meet one of these three requirements: Electronic deposits made into this account totaling $500 or ...

I’m not certain, but I’m guessing he didn’t have to do that. Great customer service is rarely a mistake; it’s usually a priority of those in charge.

When the setup is right, the call to action feels like something they want to do, not something they are being pushed into.