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 ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

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Every successful project begins with a meticulously crafted blueprint. Whether you are building an impressive structure, designing an innovative system, or revolutionizing an organization’s customer ...

Business leaders often invest heavily in digital customer experience (CX)—optimizing websites, refining service interactions and streamlining operations. However, I find that one of the most powerful ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...

Debate and discussion around data management, analytics, BI and information governance. This is a guest blogpost by Richard Bassett, VP of CX Automation & AI, NiCE. In customer service, the most ...

In hindsight I’ll say: I always thought going crazy would be more exciting—roaming the street in a bathrobe, shouting at fruit. Instead I spent a weary season of my life saying representative.