When efficiency outweighs empathy, customer experience suffers, writes Nic Laschinger, technology director of Euphoria Telecom. 2026 may be remembered as the year the customer experience experiment ...

Do you remember a time when, as a student, you thought you absolutely nailed the test, but then you failed it? This may have been the case for many companies that lost clients in 2021. In fact, about ...

I recently experienced two epic customer service fails. Like many things in life, we can all learn a lot when things go awry—that is, if we pay attention. Epic Fail #1: After a three-hour drive to a ...