Last month, Southwest Airlines officially ditched its longstanding open-seating policy as it embraced an assigned seating model. However, a few weeks into the change, the airline has run into some ...

Strengthen your customer relationships by addressing these eight key customer experience failures.

The report highlights that a significant percentage of churn can be attributed to product-market fit issues or a failure of the product to meet customer expectations. No amount of proactive CS ...

(NNPA Newswire) – American Airlines continues to suffer a string of customer service problems, including severe charges of racial discrimination, sparking worldwide condemnation and a rethinking of ...

Klarna is addressing online reports suggesting the company may have suffered a data breach. The claims varied widely, prompting the firm to issue a detailed explanation of what it says actually ...

A chatbot is still a chatbot. And that’s the problem. While GenAI has helped contact centers deliver better automated experiences, these gains are strictly incremental, not transformational. Customers ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

With returns siphoning off a staggering $743 billion from retailers’ bottom lines in 2023, it’s clear that the industry’s approach needs an overhaul. But instead of leaning on rigid policies that risk ...