Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Innovation starts with understanding your customer. This simple framework helps uncover real problems and engineer meaningful solutions. Too many companies launch new products or services without a ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

The current era of efficiency and optimization has ushered in AI assistants and automation to help get the job done faster. While these tools undoubtedly accelerate performance, companies should not ...

Hilton's CEO, Christopher Nassetta, said he's not afraid of customers with problems. He said solving customers' problems makes them more loyal to a brand, rather than perfect service. Hilton has over ...

McDonald's is one of the most popular restaurants in the world, but the company has been witnessing a troubling shift in customer behavior lately as the economy strains many of its customers, forcing ...

The rise of the CXO hasn’t fixed customer experience. It’s masked the real problem: ownership without execution.

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When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

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