Our premise is that the mantle of “King Kong” in the agentic era will belong to the first vendor that consistently ships ...

Dear Eric: This is in response to “Need Help,” who encountered trouble understanding customer service reps.

Salesforce Inc. said it’s saving about $100 million a year by using artificial intelligence tools in the software company’s ...

Being part of your customer demographic gives you two distinct advantages: These two advantages, in turn, create customer ...

Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing ...

Given that the new North Star of growth I gave our rail industry is being used to justify an alteration to the course of its ...

The Philippines has become the world’s premier hub for outsourcing, long celebrated for its excellence in customer service ...

Just before the holiday rush comes to a head, Nintendo of America will reportedly start outsourcing its customer service support in October. However, the company disputes that it's doing anything but ...

De minimis benefits – Some of the fringe benefits that are not eligible for tax-free treatment are season tickets to sporting ...

Trust often comes from subtle signals: fast resolution, no handoffs and a sense that “someone’s got this.” And, it’s not ...

"When I grow up, I want to handle customer complaints all day long," said no one, ever. Listening to strangers complain, often angrily, about things you have little control over is a stressful job ...