You can’t fix the system alone, but you can push back. Here are six ways to respond when you’re stuck in sludge. If it’s a ...

4 Ways Your “Efficient” Service Is Driving Customers Away Ditch the customer service script and see how acting human improves service.

Most retail leaders do not expect their customer service scripts to carry legal consequences. After all, they are meant to be helpful, friendly and on-brand. But beneath that friendly tone, there may ...

Hyatt cut 30% of US customer service staff, affecting ~300 roles amid industry shift to AI automation for cost savings.