'Customer service' has all but eliminated on-site staff with decision-making power and has normalized elaborate, ...

Satisfaction dipped in the second half of the year, a warning sign that ‘the wind is not at banks’ back,” JD Power’s Jennifer White said.

So, when your AI answers go wrong, I treat it like a customer harm event that just happens to start with a sentence. In a ...

New rules have come into force in the UK that mean telecoms customers can escalate complaints to an alternative arbitration ...

Journey maps aren’t the goal. They’re tools for sense-making, alignment and action—not polished deliverables meant to impress stakeholders. Real impact comes from operational alignment. Journey work ...

Some of us have learned that it is not safe to speak up about problems, which usually only causes more problems later.

The airline said it would test the effectiveness of what could be an alternative to the Canadian Transport Agency (CTA)’s ...

I work with thousands of companies transforming their workforce with AI. The ones succeeding are taking decisive steps to ...

The moment your AI outputs need a manual “sanity check,” your AI program has stalled because users won't adopt something they ...

A new report suggests there is a widening gap between consumers' expectations for customer service in the era of AI, and the ...

While majority of consumers prefer human support over the phone, only 10% of executives plan to prioritize the service ...

Feedback volume tends to follow product-market fit. When fit is low, feedback is minimal and marked by indifference.