For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

Lean Six Sigma is a structured, data-driven approach to quality and waste reduction that integrates seamlessly with Agile, ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

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 ...

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 ...

Hilton's CEO said there's one surefire way to build loyalty with a customer. Christopher Nassetta, the executive who has held the hotel chain's reins since 2007, said solving problems for his guests ...

Hilton's CEO, Christopher Nassetta, said he's not afraid of customers with problems. He said solving customers' problems makes them more loyal to a brand, rather than perfect service. Hilton has over ...