They also underestimate how many negative reviews might be fakes
Cybersecurity can’t wait
AI and machine learning can help turn call-center conversations into actionable improvement strategies
Leaders need worker wellness for the health of their company
A simple tip to improve your frontline communication
Or are your employees more important?
The push-pull effects of customization
Online product configuration tools can help consumers make more informed choices
When managers fixate on quick financial results, ethics and service take a back seat
‘Wow! I have a great job! I think I’ll quit and go somewhere else.’
A written framework is an easy way to hold everyone to the same standard
Show your customers and employees what your company stands for
Digital technologies are dazzling, but so are the challenges—especially for customer service
Even if it’s not required, it’s critical
How to keep your customers coming back
The key is keeping them alive
The baby formula industry was primed for disaster long before a key factory closed down
Exploring critical touchpoints in organizational software
Deploying technology in operational decision-making can improve conditions for workers and outcomes for patients