Boeing is one of the world’s largest aerospace companies, with a long and celebrated history of providing world-class aircraft. However, in recent years, the company has been struggling, in part ...

The experience aboard Emirates’ Dubai-Lagos flight highlights how Nigerian businesses can build customer loyalty through ...

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 ...

In today’s competitive business landscape, earning and maintaining customer loyalty is more critical than ever. But how do service businesses master this art? Let’s explore some of the top lessons in ...

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands, ...

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 ...

Balancing business growth with exceptional customer service is one of the most challenging yet rewarding aspects of franchise leadership if you get it right. As a franchising executive and CEO of ...

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 ...

If I have a problem with Comcast, I am obligated to call their toll-free number and begin the maze of selecting the right option. When I finally arrive at choice #3 I am then instructed to hold on for ...

The first lesson in applying AI was learning how important it is to know who will be interacting with the AI application. We need to understand who the users of the application are, and what they are ...

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, ...