Customer service approaches are becoming worse by the day—and it’s not just because so many companies are farming out theirs to foreign countries so people who speak English as a second language are ...

In the constantly evolving retail sector, digital transformation has moved beyond e-commerce, extending into the physical realms where customers engage directly with products and services. Audio-video ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...