Across service companies worldwide, functions like Sales, Professional Services, and Technical Support are converging on a common goal: Customer Success (CS). Increasingly, CS is recognized not only ...

When you look up the definition of a "cost center," it probably refers to an essential but non-profitable part of a business. In many cases, the customer service (CS) function is explicitly viewed as ...

As trust erodes and AI accelerates, Experience 5.0 emerges as the framework connecting technology, ethics and human value.

In the recent event "How Delivering Against Consumer Core Values Will Help Drive Business Growth," experts share how to understand and tap into customer values. Demographics don't tell the whole story ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

NEW YORK--(BUSINESS WIRE)--New research from Accenture (NYSE: ACN) reveals that companies which view customer service as a value center, rather than as a cost center, achieve 3.5X more revenue growth ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...

We live with infrastructure beneath the service: the pipes in the ground, the electrical wiring behind the walls, or the vast digital architecture of modern life. But don’t forget another foundational ...

Jim Collins’s revered method for establishing company core values might not suit all businesses, particularly when disconnected from customer value propositions. Here are my suggestions for crafting ...