It’s a shame that customer service doesn’t always get the respect and attention it deserves because it’s among the most important ingredients in any business’s success. There’s no better marketing ...

In 2023, business leaders are facing a host of challenges that can best be described as “stubborn.” As challenges continue for customer experience leaders, it’s time to focus on how to make the ...

In this CUBE Conversation, I’m joined by Gretchen Tinnerman, vice president and general manager of US Telco, Media & Entertainment and Technology at Kyndryl Holdings Inc., for a post-Mobile World ...

Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. Let's start at the top—literally. We need executives to ...

The current era of efficiency and optimization has ushered in AI assistants and automation to help get the job done faster. While these tools undoubtedly accelerate performance, companies should not ...

Alas, this is easier said than done. When someone comes to you with a problem, they can be angry, stubborn, mercurial, and—let’s be honest—extremely frustrating. Some of this just comes with the ...