Bad customer experiences could cost organizations throughout the world $3.7 trillion annually. That’s according to new research by the experience management company Qualtrics. This figure is up 19% ...

Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

Poor customer service can have a big effect on a business’s ability to succeed. And while a smile and a helpful attitude can go a long way toward creating a positive experience for a customer, they ...

The United States is in a data quality crisis. This impacts everything, from productivity to AI. Here I’ll focus on the impact of bad data on customer service, which is also in crisis. I recently got ...

We have all had horrific customer "support" experiences: AI chatbots that churn out irrelevant responses, a labyrinth of dropdown menus and links that make it hard to connect with a live person, a ...