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 ...

The shift to digital-first experiences has put customer service agents under more pressure than ever. With greater complexity comes a growing number of critical incidents that can negatively impact ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

With returns siphoning off a staggering $743 billion from retailers’ bottom lines in 2023, it’s clear that the industry’s approach needs an overhaul. But instead of leaning on rigid policies that risk ...

You're currently following this author! Want to unfollow? Unsubscribe via the link in your email. Hilton's CEO said there's one surefire way to build loyalty with a customer. Christopher Nassetta, the ...

How do you fix broken customer experience and other business problems? Get to the root cause of the problem — the actual root cause. In my previous CMSWire article, I wrote about whether it’s better ...