An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

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The holiday season is fast approaching, which means many businesses are in the process of hiring and training seasonal employees. Holiday shopping can be stressful, which means providing exceptional ...

Here's a leadership truth that transcends industries: you can't expect world-class customer experiences from a disengaged team. The energy your people bring to work is the same energy your customers ...

In the ever-evolving landscape of technology and customer service, artificial intelligence (AI) offers businesses opportunities to enhance the way they interact with their customers. The debate around ...

AI in the workplace is transforming business operations, fundamentally altering the employee experience. As organizations aim to boost productivity, engagement and overall satisfaction, AI ...

In our latest installment of CMSWire TV's Beyond the Call, Mandi Fang, senior vice president of client operations at Cox Automotive and the recipient of the CMSWire 2025 Impact Award for Customer ...