Forbes contributors publish independent expert analyses and insights. A recent study by Harvard Business Review, conducted in collaboration with Tata Communications, reveals some unexpected news and ...

Building a customer-centric culture is more than just a strategy; it’s a mindset. At the heart of that mindset is an undeniable truth: Empowered employees create empowered customers. A successful ...

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 current hyperconnected and experience-driven economy, the boundaries of functions inside organizations are blurring—especially when it comes to customer engagement. There was an era where ...

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 ...

T-Mobile is launching a set of AI-powered tools called Superpowers to improve customer-employee interactions. Tools like GenAI Chat act as an internal expert for employees, while Promo Genius helps ...

Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Here’s why it works, and how ...

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 ...

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 ...

Delivering a flawless customer interaction in retail is more important than ever. Recent research reveals that nearly 70% of shoppers say just two negative experiences can irreparably damage their ...

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