Ho ho, hold the phones! As customer service leaders festoon and fortify their contact centers for the holiday surge, some (er, many!) retailers may be experiencing that “last-minute gift buyer” ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

You’ve probably seen the statistic. Consumers are willing to pay up to 16% more for a better customer experience, according to PwC. Everything from wait times to hold music has steadily deteriorated ...