Great customer service is easy to spot but difficult to master. While some tactics are obvious, like treating the customer with respect and fairness, the very best techniques for improving customer ...

While it’s often the horrible customer service experiences that go viral on social media or become the topic of discussion over dinner, when asked, most people could likely think of a time when they ...

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: ...

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 ...

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, ...

There are many things I wish I knew when starting out with my small customer support team at RingCentral, but in the end, we figured it out. I’m going to share some critical lessons I learned along ...

The connections between strong customer service and key business benefits like increased customer loyalty, repeat purchases and even upselling have never been stronger, thanks in part to the impact of ...

A final update on my journey out of the London Heathrow chaos, along with a few takeaways that the incident made me think about, not just for the airline and airport directly involved, but for the ...

Customer experience lessons don’t only come from dashboards, surveys and competitive analysis. Sometimes, they show up in places we’ve watched a dozen times — just not through our CX lens. During the ...

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 ...