We've all been there: endless hold times, unresolved issues and wondering if anyone actually wants to help. The good news? Customer service experts say simple strategies can transform those ...

Holiday shopping seasons and other peak periods are huge opportunities for a profit boost, but also introduce challenges as customer expectations ramp up. Everyone feels the pressure to deliver during ...

Does your customer experience strategy have a big impact on your bottom line? It should. A thoughtful, dynamic customer experience strategy is at the heart of every bottom-line-boosting CX effort.

Customer service can often be viewed as the “kicker” to an organization’s “football team.” It may not be the most glamorous or noteworthy position, but when the game is on the line with time expiring, ...

Simon Johnson is General Manager UK and Ireland at Freshworks. He is responsible for helping customers with their strategic service desk, help desk and customer experience projects. Customer ...

Your brand’s approach to customer service has a trickle-down effect from your agents to your customers. When agents are at ease and properly equipped in their roles, they’ll represent your company in ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

Gartner predicts half of firms that cut customer service staff due to AI will rehire by 2027 as enterprises rebalance ...

In the late 1990s, when Arkadi Kuhlmann launched what would later become the largest direct US savings bank, ING Direct, he had a surprising message for the nation’s millionaires: we don’t want your ...

Even the best product can't stand on its own without exceptional service, and these WOOD 100 manufacturers have mastered the talent. Now in its 35th year, the WOOD 100: Strategies for Success ...

Chuck Leblo is the Founder and Chief Strategist at Interact One. His focus is on strategy, critical thinking and problem solving. Customer acquisition refers to the process of gaining new customers.