Crisis Text Line agreed to start a "mission aligned" for-profit sister company, but the mission alignment quickly got out of whack. Credit: Vicky Leta / Mashable When Crisis Text Line gave its ...

More than 4 in 5 consumers say they are more likely to stay loyal to companies that prioritize human customer service over automated or self-service options alone, according to a survey of more than 1 ...

Mukesh Mirchandani talks data-driven empathy, shifting customer expectations and the intersection of customer journeys and data collection in this interview. Understanding the customer journey isn’t ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

BET, shaping the igaming landscape since 2007, has been shortlisted for “Best Customer Service” at the EGR Operator Awards ...

In the age of AI, great customer experience (CX) hinges not on speed alone, but on empathy. This article explores why fully ...

As a leader whose company serves other businesses, sometimes you find yourself in a tricky situation when trying to make a sale or close a deal. Your current or prospective customer doesn’t want to ...

Elevance Health brings together the concepts of elevating whole health and advancing health beyond healthcare. It’s a health company dedicated to making real progress toward improving the health of ...

Inbound marketing focuses on building and maintaining customer relationships. Investing in customers attracts leads to your site. It encourages them to choose your products and services, keeps them ...

I've known Celia Fleischaker, Verint's CMO, for several years now -- in fact, since she started prior to Verint as the CMO at PROS -- and my admiration for the quality of leader she is and even more ...

The cost-of-living crisis is already having a major impact on spending. UK retail sales decreased by 1.6% in August 2022 versus a 0.5% forecast; banks are withdrawing mortgage offers as interest rates ...

More businesses than ever are finding this the right time to invest in customer service training as we head into the post- (or, I should say, nearly post-) pandemic era. And they’re right to want to ...