Close the loop with care. Deborah Bearden trains associates to respond meaningfully to customer feedback—no generic templates ...

This report explores how organisations can get AI adoption and innovation in financial services right, ultimately arguing ...

The problem? 61% of these same marketers say it’s their biggest challenge. This gap exists because most aren’t implementing ...

Over my forty years or so in and around dealing rooms and financial markets, I have heard many theories as to how to approach that problem and have settled on a process that has worked for me.

Scott Wilder shares how customer-centric innovation reshapes digital self-serve, blending empathy, trust, and smarter support ...

In his latest annual letter to shareholders, Jassy looks ahead to how Amazon will continue to unlock the vast potential of AI.

Researchers at Washington State University have developed a new forecasting model that helps companies more accurately ...

The journey from startup to scale-up is an exciting stage for anyone. During the startup phase, you should focus on ...

A better consumer experience has implications for clinical improvements, according to a new report from CVS Health. | A ...

Storefriendly aims to improve customer service with its new technology, simplifying the reservation process with a simple interface.

Focusing on customer advocacy can sometimes feel like herding cats rather than creating a perfect work of art, but it’s a ...

Innovation sessions, governance oversight and a clear focus on solving practical problems helped shape internal and ...