Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic. Every two weeks, ...

Crisis Text Line agreed to start a "mission aligned" for-profit sister company, but the mission alignment quickly got out of whack. Credit: Vicky Leta / Mashable When Crisis Text Line gave its ...

Mukesh Mirchandani talks data-driven empathy, shifting customer expectations and the intersection of customer journeys and data collection in this interview. Understanding the customer journey isn’t ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

New global survey reveals that three in four consumers will abandon companies that fail to show empathy—and why (and how) ...

As a leader whose company serves other businesses, sometimes you find yourself in a tricky situation when trying to make a sale or close a deal. Your current or prospective customer doesn’t want to ...

Customer empathy is essential for lower costs, higher customer satisfaction (Csat), and customer loyalty. Therefore, any call center committed to customer-centricity should ensure that its agents are ...

Elevance Health brings together the concepts of elevating whole health and advancing health beyond healthcare. It’s a health company dedicated to making real progress toward improving the health of ...

More businesses than ever are finding this the right time to invest in customer service training as we head into the post- (or, I should say, nearly post-) pandemic era. And they’re right to want to ...

AI might be great right now, but the complexity of transactions and the desire for more personalized attention by customers ...

Every year, as the days start to get depressingly short, Forrester Research publishes a series of predictions for the forthcoming year. Let me tell you: There’s nothing more fun than being asked to ...