The vast majority of customer service isn’t critical, but that’s not the case for nonprofits working at the forefront of some of the most pressing challenges facing our planet and society today. From ...

An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...

At this very moment, 87% of your team would be open to leaving your company. Facing a job-seekers market, what measures do you have in place to encourage them to stay? Retaining valued employees has ...

What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your marketing strategy? To uncover practical advice and real-world experiences, we ...

Customer experience professionals share their lessons learned during the pandemic and what to focus on in 2022. COVID-19 has devastated lives and livelihoods all across the world in a short amount of ...

If content is king then conversation just might be an outranking Emperor. In this age of digital transformation, it's easy to forget the importance of human-to-human interaction in business. However, ...

The word “routine” has been in use since the mid-1600s. Derived from the English and French words for “route,” it’s meant to convey a regular activity done along the way to somewhere else. It’s often ...

GenAI has the potential to enhance customer service productivity by 45% (McKinsey). However, most early GenAI projects in customer service have failed to meet cost reduction and CX goals. Gartner ...

On April 16, 2007, my wife talked me into adopting a tan, 2-year-old Labradoodle and Sheepdog mix. She wasn’t the dog I had in mind, but she slowly grew on me. We gave our boys the important role of ...

At about 1 a.m. during a memorable trip I took to Australia, I awoke suddenly in a hot sweat in my hotel room at the Intercontinental Sydney Double Bay. Supposedly among that country's leading hotels, ...

When you’re first creating your business, you’re going to make mistakes. Don’t lie awake at night wondering how to avoid them; instead, accept that each one is a lesson in its own way. Most new ...