AMC Theatres, the largest movie theater chain in the U.S., is struggling to overcome a concerning consumer trend, despite the ...

TJ Maxx and Marshalls are riding a big wave of demand as cash-strapped consumers shift gears from pricey department stores to ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

The year 2025 has been interesting for restaurant chains, and these ones have not had a great year. These chains have the ...

Americans are encountering more problems with companies’ products and services than ever before, and a higher proportion of them are actively seeking "revenge" for their troubles, a new study has ...

This is an archived article and the information in the article may be outdated. Please look at the time stamp on the story to see when it was last updated. Calling customer service is often a ...

How do you fix broken customer experience and other business problems? Get to the root cause of the problem — the actual root cause. In my previous CMSWire article, I wrote about whether it’s better ...

The report highlights that a significant percentage of churn can be attributed to product-market fit issues or a failure of the product to meet customer expectations. No amount of proactive CS ...

I've been reading a new article called The Growing Pains of VoIP: Managing Customer Care. It's in this month's edition of Billing World and OSS Today magazine. When it comes to customer service, some ...

The shift to digital-first experiences has put customer service agents under more pressure than ever. With greater complexity comes a growing number of critical incidents that can negatively impact ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Janelle Dieken The ...

Some artificial-intelligence deals have raised eyebrows, and JPMorgan analyst Mark Murphy used the earnings call to ask ...