Customer Care Features

Tess Malone's picture
Tess Malone
Imagine messaging an artificial intelligence (AI) chatbot about a missing package and getting the response that it would be “delighted” to help. Once the bot creates the new order, it says it’s “...
Scott Trevino's picture
Scott Trevino
Nearly a quarter of surveyed healthcare cyberattack victims experienced increased mortality rates following a data breach, and more than half reported poorer patient outcomes due to longer...
Amy Brown's picture
Amy Brown
Listening to customers is critical for healthcare organizations to ensure they’re delivering high-quality care to their patients. Sure, the traditional methodology of doing so via surveys can...
Gleb Tsipursky's picture
Gleb Tsipursky
One of the key stakeholders in stakeholder capitalism is the employee. You could argue that the employee is the key stakeholder, because without employees you’d have no stakeholders at all. This is...
Scott Ginsberg's picture
Scott Ginsberg
We’re told the cardinal rule of the internet is, “Never read the comments.” This catchphrase is used to warn users of the toxic parts of the internet. One minute you’re sharing an article, photo, or...
Andrey Solin's picture
Andrey Solin
The other day I watched House of Gucci—a biographical movie directed by Ridley Scott about the Tuscan dynasty representing the famous luxury fashion house. The story is based on a nonfiction book...
Harry Hertz's picture
Harry Hertz
The saying is nothing new: The customer is always right. Customers come first. We’ve heard these adages for a long time. And we’ve questioned them for almost as long. Those of you who know me know...
Anton Ovchinnikov's picture
Anton Ovchinnikov
In the age of mass production, the demand for customization is increasing. Customers prefer products catered to their individual needs and preferences over standard items—albeit at a cost....
Gleb Tsipursky's picture
Gleb Tsipursky
Imagine you put on an old coat you haven’t worn in a while, and to your surprise you find a crumpled $20 bill in your pocket. How good does it feel? Do you go up half of a notch on a 1–10 mood scale—...
Henrik Hulgaard's picture
Henrik Hulgaard
The phrase “supply chain” became part of the everyday vernacular during the pandemic, as supply chain issues seemed to affect everyone's life—from toilet paper to automotive components. Supply chain...
Laurie Guest's picture
Laurie Guest
Everyone’s heard of it by now: “Quiet quitting” is the freshly coined phrase to describe the age-old behavior of not quite leaving one’s job entirely but rather opting to no longer go above and...
Adriana Lynch's picture
Adriana Lynch
The decade of the 2020s has given businesses—and the consumers who count on them—quite a ride. Neither tea leaves nor the best efforts of analysts could have predicted the impact that the one-two...
Quy Huy's picture
Quy Huy
In September 2022, Boeing agreed to pay $200 million for charges that it misled investors about two crashes of its 737 Max aircraft that killed 346 people. The penalty imposed by the U.S....
Matt Fieldman's picture
Matt Fieldman
Customer experience, or “CX,” is all the rage in marketing circles nationally. Customer experience refers to how a customer experiences your company at every point of their buying journey—from...
Dave Gilson's picture
Dave Gilson
Like most of us, lawyers think they can be impartial when they rate other people’s work. “They say, ‘Who writes a brief doesn’t matter. A brief is a brief; it stands on its own merit,’” explains Lori...
Tom Taormina's picture
Tom Taormina
We live in a rural area, and many of our nonconsumables are purchased online. We’re deceivingly spoiled living near an Amazon fulfillment center because we can order an item on Saturday, and it...
Kevin Kanimyar's picture
Kevin Kanimyar
Amidst the rise of conscious consumerism, corporate social responsibility (CSR) programs are fast becoming an essential part of any business. With about $20 billion spent every year by Fortune...
Matthias Gouthier's picture
Matthias Gouthier
The ISO Foresight Trend Report highlights global trends across multiple industries that will shape strategic decision making for a better future. Drawing upon these insights, ISO reflects on some of...
Jason Bradshaw's picture
Jason Bradshaw
As a busy leader or business owner, you’re faced with a seemingly endless to-do list to keep your business operating, as well as an ever-increasing list of ideas about how to improve it. However, I...
Etienne Nichols's picture
Etienne Nichols
I know what you’re thinking. You’ve got a medical device prototype that the FDA has categorized as Class I. You’re ready to push forward to manufacturing or marketing the device, since there are no...