The pandemic has created some “cultural angst” among consumers who are more anxious about the trustworthiness and delivery of services. As customers get more used to doing everything remotely — from ...

There are many important things you can do to ensure you’re managing customer expectations as well as possible. From investing in the right tools and software to setting realistic expectations and ...

Companies today are more focused than ever on delivering a great customer experience, and rightly so — a business that consistently satisfies and delights customers gains an incredible competitive ...

The past few months have seen a number of high profile mass-layoffs from tech firms like Google, Microsoft, and Amazon. In each case, these layoffs are purported to stem from the need for ...

Behind the Review host and Yelp’s Small Business Expert, Emily Washcovick, shares a look at this week’s episode of the podcast. Customer expectations can be tricky, and as a business owner, they ...

Managing customer expectations in an AI world is a tall order that Demetria Elmore relishes meeting and exceeding. My career in customer care has been inspired by three core tenets — service, economic ...

Privacy-first practices. Embrace privacy-first data strategies to build trust and adapt to evolving regulations like GDPR and CCPA. AI-driven insights. Use AI and ...

The majority of U.S. companies are failing to meet customer expectations, according to KPMG's latest U.S. Customer Experience Excellence report. The survey showed a 5 percent decline from 2022, the ...

Editors sit down with former airline executive Chris Chiames, who now works for a major cruise ship company, to explore the air transport industry through the lens of cruising, navigating rewards ...