There's an old saying that problems create opportunities. That’s true for those who can spot the opportunity and take advantage of it. And that’s what this story is about.

Through inventory management, associate support and consistency, retailers can offer stressed-out shoppers a pleasant sense ...

Just in time for the Black Friday and Cyber Monday sales, here’s my list of the books you’ll want to buy for yourself and as ...

For all those companies that don’t acknowledge customers when they share feedback—good or bad—this article is for you.

Last month, more than 800 CX leaders in the contact center industry, along with partners/vendors, attended the Customer Contact Week (CCW) meeting in Nashville. I’m fortunate and honored to be ...