For the past three decades, I have been a fierce advocate for mortgage servicing innovation that supports the industry’s forward momentum while increasing operational efficiency and exceeding customer ...

In 2025, the integration of artificial intelligence into support engineering has revolutionized customer service, enabling companies to provide efficient, personalized and round-the-clock assistance.

Forbes’ newest Best Customer Service list identifies the leaders in providing consumers the best experience and sense of loyalty. But what does that actually look like? To dig deeper, you talk to ...

In the ever-evolving world of mortgage servicing, delivering an exceptional customer experience at every stage of the customer’s journey is a crucial differentiator. Having spent my career focused on ...

Providing great customer service extends far beyond answering the phone, dressing professionally, and simple pleasantries. “It's really all about the spirit of serving your customer every step of the ...

IRVINE, Calif.--(BUSINESS WIRE)--Alorica Inc., a global customer experience (CX) leader, has entered into an exclusive partnership integrating LoanPro’s modern lending and credit platform to introduce ...

Is there really a secret to creating profitable, year-round work? Well according to Dave Cruz, vice president of sales at Service Business Evolution (SBE), a business training company, there is. As I ...

Everyone today is looking for a knock-your-socks-off customer experience, and they know the best companies out there are already doing it. I saw some great insights on how to do it in More Is More by ...

A customer-first business strategy that prioritizes exceptional service, empowers employees and leverages feedback can transform satisfied customers into loyal advocates, driving sustainable, ...

Anticipatory customer service is the direct way to trigger the emotions that lead to customer loyalty. Here’s how to make this ultimate level of customer service happen, again and again. Anticipatory ...