Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

(This is the first of a two-part series on the keys to great customer service as described in the new book Attack of the Customers, by Greg Gianforte and Paul Gillin.) Great customer experience has ...

What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...

What businesses have the top customer service according to consumers? USA TODAY, in collaboration with Plant-A Insights Group, presents America's Customer Service Champions 2024. It recognizes ...

After asking his satellite company to change his TV service from wired to wireless, Scott M. Broetzmann spent months trying to get the job done. First, technicians failed to show up for scheduled ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

Corrections & Clarifications: An earlier version of this story misclassified Chewy.com The company is an online shop. Retail giant Amazon, online fast-fashion retailer Shein and confectionary brand ...

Robinhood, the investing platform at the center of last month's stock market frenzy, announced Monday that it had added a live customer phone line and other customer support features. The news came ...

Explore generative AI in financial services: how it works, top use cases, customer experience gains, key risks, and ...