Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

CEO Christopher Nassetta said solving a problem for a guest makes them more loyal to a brand than perfect service.

Americans are encountering more problems with companies’ products and services than ever before, and a higher proportion of them are actively seeking "revenge" for their troubles, a new study has ...

How do you fix broken customer experience and other business problems? Get to the root cause of the problem — the actual root cause. In my previous CMSWire article, I wrote about whether it’s better ...

The rebound in summer travel has caused more than the usual amount of headaches for Americans hitting the road. And it’s not just the shortage of flights and rental cars. Consumers are finding it ...

Just about everyone has a story about a customer service experience. Some were so spectacularly good or bad that they take on a life of their own as they are repeated by many people with no connection ...

EXPLAINS, YOU ARE NOT ALONE FOLKS. IT’S CALLED THE NATIONAL CUSTOMER RAGE SURVEY AND THE LATEST EDITION OF THIS SURVEY SHOWS THAT MORE AMERICANS ARE NOT ONLY HAVING PROBLEMS WITH PRODUCTS AND SERVICES ...

As part of a special series in Railway Age’s March 2022 issue, 11 North American railroad CEOs address what must be done to grow and gain market share from competing freight transportation modes. Here ...

Transparency matters most. Clear communication about AI capabilities and limitations prevents frustration and encourages stronger customer relationships. Utility drives impact. AI solutions focused on ...

Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...

Businesses are turning to AI chatbots to deal with customer service. The new tech saves them money, but it's leaving a lot of ...

AUSTIN (KXAN) — The Texas Department of Transportation confirms it has attempted to contact the more than 720 KXAN viewers who reached out to our team after receiving no resolution or reply from the ...