The pandemic has created some “cultural angst” among consumers who are more anxious about the trustworthiness and delivery of services. As customers get more used to doing everything remotely — from ...

SQM research shows that 88% of people have stopped doing business with a company due to poor call center customer service. That statistic alone should be motivating to ensure that a call center is ...

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

As customer expectations evolve, basic amenities and standard services are no longer sufficient to captivate modern, experience-savvy guests. This consumer mindset shift mandates an industry ...

Delay announcements informing customers about anticipated service delays are prevalent in service-oriented systems. How delay announcements can influence customers in service systems is a complex ...

Sudhir Agarwal is CEO of Everise, which digitally evolves the customer and product experience for some of the world’s most loved brands. Vibrant ecosystems. Engaging content. Long-term value. These ...

Take the word “no” out of your vocabulary. Instead, we find a way to give them a “Yes, and….” The best customer service salespeople talk only 30% of the time because the other 70%, they spend ...

Since the start of the pandemic, companies have struggled to keep up with shifts in customer behavior, especially around customer expectations. This is most acute during the last mile of a delivery, ...

However, it's never a bad idea to incorporate best-practices into your B2B marketing strategy, and marketers can learn a lot from how customer service professionals have adapted in the last year and a ...

Greeters stand by entrances next to hand sanitizer stations offering disposable masks to customers. Signs around stores encourage shoppers to wear a mask, avoid sampling products and stay six feet ...

MORRISTOWN, N.J.--(BUSINESS WIRE)--Majesco, a global leader of cloud insurance software solutions for insurance business transformation, today announced the availability of a new thought leadership ...

In the crucible of the pandemic, CIOs emerged not just as tech managers but as pivotal players at the leadership table, having proven their mettle in navigating unprecedented challenges and business ...