In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

Every successful project begins with a meticulously crafted blueprint. Whether you are building an impressive structure, designing an innovative system, or revolutionizing an organization’s customer ...

Digital channels give organizations an opportunity to personalize the journey of their customers using the insights gained from this mutual data exchange. Customer service and support (CSS) leaders ...