Many enterprises that offer flexible genAI-powered customer service chat functions are seeing other businesses using them as ...

Some of us have learned that it is not safe to speak up about problems, which usually only causes more problems later.

Journey maps aren’t the goal. They’re tools for sense-making, alignment and action—not polished deliverables meant to impress stakeholders. Real impact comes from operational alignment. Journey work ...

More often than not, this so-called multitasking devolves into “mental-tasking”. Instead of genuinely solving problems, ...

Generative AI is designed to please humans, but maybe not in the case of customer service chatbots dealing with angry ...

Despite massive investments in AI tools, new research from Front shows most B2B teams are stuck paying high “Coordination Tax,” managing disconnected customer work behind the scenes San Francisco, CA ...

It’s a shame that customer service doesn’t always get the respect and attention it deserves because it’s among the most important ingredients in any business’s success. There’s no better marketing ...

The retailers seeing measurable impact are deploying agentic AI that doesn’t just explain policies but processes them. Instead of instructing a customer how to initiate a return, the system verifies ...

Bissell cut through AI hype by building five real workflows in just two days, turning skepticism into measurable results across customer service and analytics.

However, people must first realize there’s a problem and understand how technology can solve it before AI can make a meaningful difference. When things click, it’s always a matter of consumer ...

In 2019, Monte Leifheit, a warehouse operator at 3M, noticed his left eye was bloodshot and swollen. What began as a minor irritation turned into a yearlong medical odyssey marked by the lack of a ...

When I’m training some of the top five-star hotels in the world in customer service recovery, I tell them that there are a few secrets to working with upset, unhappy, disappointed, or even flat-out ...