As a leader whose company serves other businesses, sometimes you find yourself in a tricky situation when trying to make a sale or close a deal. Your current or prospective customer doesn’t want to ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

Customers are overwhelmed and teams are burned out. Here’s how to use AI to simplify decisions and improve marketing ...

Delivering seamless digital interactions across every touchpoint is more critical than ever in today’s travel landscape, especially during major travel disruptions. Using AI tools behind the scenes ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

As generative AI becomes more firmly entangled with each step in the customer journey, and we get more data on how customers feel about that, a new theme has emerged among vendors and analysts: the ...

The business leader, Senior Advisor to the President of the United States, and tech billionaire Elon Musk recently claimed that empathy is a weakness in Western Civilisation. This contradicts what I ...

In many organizations, decisions are made in boardrooms, far removed from the customer’s reality. Metrics are dissected. Dashboards are studied. Yet somehow, the real customer experience gets ...

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