When conflict flares up in your organization, do you fuel the fire or douse it with empathy? In this week’s episode of the ...

Transport staff in Warrington have received training designed to raise standards and improve the passenger experience.

The good news is that outstanding customer service is very much alive and well, but as consumers, we are making choices that ...

Design your online and offline experiences with the same core values and excellence in mind to build customer loyalty and ...

AI should not replace human interaction—it should enhance it. Success lies in striking a balance between machine efficiency ...

We haven’t digitised empathy,” said Liz Centoni, chief customer experience officer, at this week’s Cisco Live 2025 conference ...

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

Get Instant Summarized Text (Gist) Small businesses consistently receive higher online ratings than large companies, even when customer experiences are similar.

The fantastic work done by advisors, service representatives and everyone who encounters clients continues to be vital. ... Empathy is integral to the customer experience. Empathy, ...

When empathy is central to customer service, complaints become opportunities. A dissatisfied customer who feels heard and respected is far more likely to give a company a second chance.