The United States is in a data quality crisis. This impacts everything, from productivity to AI. Here I’ll focus on the impact of bad data on customer service, which is also in crisis. I recently got ...

This voice experience is generated by AI. Learn more. This voice experience is generated by AI. Learn more. $3 trillion is at risk. It’s been seven years since I wrote about how poor customer service ...

When Jake Moffatt's grandmother died in 2022, he booked a flight to her funeral on Air Canada, hoping to use their bereavement travel discounts. Air Canada's customer service chatbot told Moffatt he ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

Ever wonder why exceptional customer service is becoming an endangered species? Here’s how you can make your business stand out in a sea of mediocrity simply by upping your customer service game.