HR is increasingly learning to treat employees like customers, according to a recent Ceridian report, so it's not entirely surprising to see Forrester enter the workforce training market with a ...

It’s hard, in the face of the economic and physical pain gripping so many, for the rest of us to think clearheadedly about the growth opportunities offered by this moment in history. Certainly, as a ...

The purpose of a business is not merely to make a profit but, more importantly, to make customers. It is only from the development of that connection - between a business and its clients - that profit ...

Target launched a new internal training program aimed at helping new hires enhance the in-store customer experience. The internal team member training program, called "10-4," was shared with Target's ...

Whenever customer service employees or others in customer-facing positions are working with the public, they’re onstage. This is true whether the interaction is in real time (phone call, Zoom session, ...

I recently came across a powerful quote from my friend Lorie Guest that made me stop and think. She said, “Leaders often believe that if they hire good people, their employees will know how to treat ...

AI customer experience has been the talk of the town since ChatGPT launched in late 2022. In the business world, fewer topics have been more mentioned. The prospect of AI replacing white-collar jobs ...

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 ...

AIA Singapore is introducing workshops to boost its employees' customer experience capabilities under an upskilling programme developed with Singapore Airlines Academy. The programme is expected to ...

The growing business realization of this core purpose and critical pursuit has spawned many initiatives termed “customer-centric,” “customer-first,” “customer-focused,” “customer-oriented” and are, ...