Tony Hsieh, the former chief executive of Zappos.com Inc., helped build the online shoe retailer with a model of customer service that rested on a simple premise: Make every customer as happy as ...

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, ...

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 ...

L-R: Faizun Kamal, Joanna Swash, Christopher Tompkins, Pradeep Anand, Jared Knisley, Mackenzie Toland The Business Journals Leadership Trust By Business Journals Leadership Trust Expert Panel® Visit ...

It’s true that customers who feel satisfied after an interaction with your brand are more likely to become repeat customers and recommend your product or service to others with positive reviews and ...

Last week I shared the customer-service strategy that lets people quickly reach Matthew Steilberg, who oversees all branches and retail banking C&F Bank. And I asked you to send in your own stories of ...

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...