With the spread of the Delta variant and Covid-19 shifting some areas back to a state of quarantine, we are clearly not out of the woods yet, and the mirage of “back to normal” is likely still a bit ...

Providing industry-leading customer experience is often dependent on your ability to provide efficient, timely and personalized service to customers during every interaction with you. Many companies ...

More than half of global executives — 58% — said that customer experience is the number one business priority facing their businesses, according to a recent report published by Harvard Business Review ...

Patients want to feel taken care of, so how a patient perceives a healthcare provider based on their in-person and online experiences can greatly affect the provider’s bottom line. In this digital era ...

Bob Dylan wrote "The times they are a-changin'" in 1964, but that sentiment has never been more relevant than post-pandemic. People returning to work today are like soldiers returning from battle. No ...

Customer empathy is essential for lower costs, higher customer satisfaction (Csat), and customer loyalty. Therefore, any call center committed to customer-centricity should ensure that its agents are ...

Empathy was once considered too soft and squishy for the world of work, but decades of research have shattered that myth. Empathy includes three pieces: sharing others’ experiences, trying to ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

Opinions expressed by Entrepreneur contributors are their own. Economic headwinds and changing customer expectations after the pandemic have caused many CEOs to scratch their heads about how to get ...

Researchers from Vrije Universiteit Amsterdam, Dartmouth College, Babson College, and LUISS University published a new paper in the Journal of Marketing that shows how to de-escalate customer anger on ...