Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

Insights and actionable data. Customer journey analytics require interdepartmental communication and collaboration to be effective. Insights will often impact multiple departments within a business, ...

In the realm of customer service, professionals often find themselves facing a myriad of unique and sometimes unexpected situations. From soothing the frustrations of dissatisfied customers to basking ...

Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

The travel and tourism industry is often playing catch up. Within a few years many service jobs will be lost to AI because ...