(MoneyWatch) Do you think your customer service is more on point than ever? That the cutting-edge technology you've put in place has brought your customer game to a new level? That your self-help ...

I was in the middle of one of those customer service “chats” yesterday when I violated one of my deeply held personal rules. I am moving to a new place, and I had a very simple question: Does my ...

“Making a call to customer support” is probably second only to “getting a root canal” on most people’s lists of “fun things I’d really rather not do today.” If you’ve seen NBC’s Outsourced, your ...

In his new book “Total Customer Experience,” Bob Hayes discusses the role that strategy, governance, business integration, method, reporting, and research play in helping companies establish ...

Reuters reported ChatGPT is the fastest-growing consumer application of all-time. My Gen Z son Matthew could care less. "I don’t mess around with fake intelligence. I am my own intelligence," he told ...

As a founder who built an Inc. 500 company and coached dozens of teams on innovation strategy, I’ve learned that the biggest innovation failures come from false confidence in customer understanding, ...

The important thing to remember when interviewing candidates for a customer service position is that customer service is very much situationally and contextually driven. Take, for example, the popular ...