I recently spoke to a friend who was frustrated by a customer service experience with his mortgage company. Before this incident, he had liked the bank and found them easy to work with. He had ...

Everybody deserves equal and right treatment especially from vendors, service providers without fear of molestation, discrimination. This is the summary of the message being spread out there by the ...

In recent months, I have wasted countless hours engaged with customer service agents in what has more often than not felt like a contest of wills. Most of my time in these battles has been spent ...

Forbes contributors publish independent expert analyses and insights. Sherzod Odilov covers organizational transformation and innovation. When your business undergoes a major transformation, whether ...