Integrating AI tools into CX programs should be a careful, intentional process that prioritizes meaningful outcomes over cost ...

I asked an AI chatbot based on Klarna's CEO to share its views on artificial intelligence.

But here’s what I know after a decade immersed in the study of shame, courage, and connection: Empathy is the greatest disruptor of fear in leadership. It’s the antidote to disconnection. And it is ...

Addressing the rise of customer incivility in frontline industries requires a multifaceted approach that prioritizes the well ...

In the search for creative strategies, nursing home leaders can’t look just to their own peers. Inspiration is everywhere.

You may be familiar with the phrase “the customer is king.” It’s a concept that has long been at the centre of strategy in ...

There is little disagreement that empathy has a positive effect on us; however, is it used enough and consistently?