In parts one and two of this series, I shared the unforgettable hotel experience that not only soured my stay but also left a lasting dent in my perception of the brand. That moment was a stark ...

Inefficiencies in customer service offerings cost businesses millions of dollars each year. To improve customer service, companies should monitor regional orders and compare them to those regions’ ...

It’s the infuriating phrase that makes every customer cringe. A refrain that’s become a standard part of most every 800-line call greeting, with similar language posted on websites for chat-based ...

As artificial intelligence (AI) and omnichannel customer touchpoints continue to make their mark on the global business landscape, the role of the contact center agent is evolving. It must. This ...

Through social media, virtually anyone, anywhere in the world, can be heard. Unfortunately for many businesses, an individual's comments might not always be complimentary. This is prompting more ...

Multichannel success depends in large part on having a solid strategy for keeping in contact with your house list. Most marketers know this, but knowing how to develop and execute a plan for ...

In this economy, everyone wants to lower costs and provide better service. But no one has the patience or stomach for investing in extensive analyses and full-blown reengineering projects. So what can ...

SCOTTSDALE, Ariz.--(BUSINESS WIRE)--Nextiva, a leading AI-powered customer experience platform for businesses of all sizes, today announced its participation at this year’s Customer Contact Week (CCW) ...

Housewares provider SharkNinja, makers of Shark cleaning and home-care products and Ninja kitchen appliances, operates contact centers in North America, Europe, and Asia that together handle more than ...

Top Customer Contact Executives to Gather in the Sunshine State to Elevate CX Strategies and Hear Expert Insights, Innovative Solutions, and Engaging Keynotes NEW YORK and ORLANDO, Fla., Nov. 5, 2025 ...