In parts one and two of this series, I shared the unforgettable hotel experience that not only soured my stay but also left a lasting dent in my perception of the brand. That moment was a stark ...

Inefficiencies in customer service offerings cost businesses millions of dollars each year. To improve customer service, companies should monitor regional orders and compare them to those regions’ ...

Invent, Zendesk announced a Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS) to accelerate AI-powered ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Your approach to customer service can play a big part in the success of your business. There are plenty of ways to handle customer service, but the strategies behind them can be broadly described as ...

Multichannel success depends in large part on having a solid strategy for keeping in contact with your house list. Most marketers know this, but knowing how to develop and execute a plan for ...

B2B sales typically involve multiple decision-makers, scores of "influencers" and a complex buying process. To make the sale, you need a road map, and the only way to get that information is to ...

It’s the infuriating phrase that makes every customer cringe. A refrain that’s become a standard part of most every 800-line call greeting, with similar language posted on websites for chat-based ...

I would argue that the most important indicator of a brand’s health is customer loyalty. For leaders, building and sustaining strong customer loyalty is the holy grail. Leaders talk a lot about how to ...

From Generative AI to Human-Centered Innovation—CCW Nashville 2025 is Where Service Transformation Begins. NEW YORK and NASHVILLE, Tenn., July 29, 2025 /PRNewswire/ -- Customer Contact Week (CCW), the ...