An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

The importance of employee learning is well-established. According to a report by LinkedIn, 9 out of 10 global executives plan to either maintain or increase investment in learning and development for ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

Zapier reports that structured AI training boosts employee productivity and adoption, helping teams use AI effectively and ...

The holiday season is fast approaching, which means many businesses are in the process of hiring and training seasonal employees. Holiday shopping can be stressful, which means providing exceptional ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

AI in the workplace is transforming business operations, fundamentally altering the employee experience. As organizations aim to boost productivity, engagement and overall satisfaction, AI ...

Adam Wilkinson is head of technology at Experience Assist. He has extensive experience working with high-profile brands such as Xerox and National Rail, helping them discover how to improve services ...

Businesses must make customer service and satisfaction a top priority by fostering a customer-centric culture in order to build loyalty, engagement and overall success. Prioritizing the needs of your ...

Just about all foodservice operators have their own training programs for employees, including how to handle customers, but for the restaurants at LaGuardia Airport in Queens, New York, workers ...