Summary: Most companies, even those deploying sophisticated technology across channels, still view customer service through the traditional lens of simply serving the needs of the customer.

This week: "I’m a 26-year-old living in London and working full-time in customer service/e-commerce for a fashion brand. I moved to London about three years ago and now I’m thinking about ...

Citizen satisfaction with government services has reached a seven-year high of 69.7 out of 100. Even more impressive, this ...

Cigna Group announced a string of efforts on Monday to improve access for its members such as adding more people-facing roles and tying executive compensation to customer satisfaction as the industry ...