Getting customer service right is not just about finding solutions—it’s about learning from what others get wrong.

A survey by Perceptyx found that 53% of public-facing workers have recently encountered customers who were verbally abusive, ...

Citizen satisfaction with government services has reached a seven-year high of 69.7 out of 100. Even more impressive, this ...

A paper titled "Generative AI at Work" in the Quarterly Journal of Economics shows customer service workers using artificial intelligence assistance become more productive and work faster. The effects ...

A pioneering study by Anirudh Sharma Peri, a technology researcher and customer service specialist in the United States, ...

Perceptyx researchers found that more than half of workers who encountered unruly customers also faced discrimination or bias from a customer. That’s 2.7x more than other employees and suggests that ...

As interactions between businesses, brands and their customers shift, the race to redefine customer experience (CX) is ...

Understand how learnings from your customer service team can connect to paid media strategies and why you should highlight ...

Finding that perfect sweet treat can be a difficult task, but luckily when the craving strikes, comfort can be found in the ...

While tipping is meant to reward good service, in Kenya, it has become a double-edged sword, alienating customers rather than ...

For all that, Network Rail may be on to something. A “passenger” is someone who has the expectation of being conveyed by a ...