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 ...

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 ...

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 ...

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 ...