I've interviewed dozens of the world's best service leaders. Here's what I've learnt about what it takes to be the best ...

When service providers find customers are hesitant to close a deal, leading with empathy can ensure business goals are met ...

In a season defined by checklists, time crunches and high stress, a personal touch can turn an ordinary transaction into a ...

During a large promotional event, a company's customer service team was nearly overwhelmed by customer inquiries. Within just one hour, hundreds of messages flooded in through the customer service ...

Values aren’t just nice to have — they are the invisible threads that hold a business together. For small businesses in ...

Chatbots only respond to customers’ simple questions. Agentic AI can perform complex tasks such as starting returns, ...

Learn more about business administration. What is the Difference Between Customer Service and Customer Experience? Customer service is an organizational function which manages customer relations, IBM ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

In Amazon’s early days, Bezos noticed something concerning: the customer support department reported wait times of less than ...

Does the AI solution provide your customers with a more personalized experience, or does it just infuriate them further?