As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Model Context Protocol (MCP), a new open standard that defines how AI systems connect to data and tools, helps solve the ...

While customers may sometimes be wrong, it’s more important to focus on resolving their concerns without making them feel dismissed. Using respectful language and acknowledging the customer’s ...

Putting the customer first can take many forms, such as refusing to compromise on a product's quality or focusing on providing an exceptional customer experience. Welcoming and responding to feedback ...

In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

Every retail initiative, whether it’s AI, personalization or supply-chain transparency, depends on trustworthy customer data.

Customer obsession is heralded as a virtue in business. From Jack Bogle, who was passionate about democratizing investing for Vanguard Group account holders, to Jeff Bezos, who signaled a “relentless” ...