Across service companies worldwide, functions like Sales, Professional Services, and Technical Support are converging on a common goal: Customer Success (CS). Increasingly, CS is recognized not only ...

When you look up the definition of a "cost center," it probably refers to an essential but non-profitable part of a business. In many cases, the customer service (CS) function is explicitly viewed as ...

In the recent event "How Delivering Against Consumer Core Values Will Help Drive Business Growth," experts share how to understand and tap into customer values. Demographics don't tell the whole story ...

We live with infrastructure beneath the service: the pipes in the ground, the electrical wiring behind the walls, or the vast digital architecture of modern life. But don’t forget another foundational ...

They were each a nice set of corporate values that were ignored by the organization’s leaders. The first set belonged to Enron, which got brought down by a complete lack of integrity. The second set ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...

Here’s how to create a concise explanation of your company’s objectives that helps develop a roadmap to achieve them. A mission statement serves as a clear and concise articulation of the company’s ...