Ian Miller

Customers today expect service that feels simple, quick, and personal on every channel. They might start on your website, switch to chat on your app, call support from their car, or walk into a store..

The holiday season is packed with online orders, early deals, and last‑minute shoppers who expect everything to be fast and clear. At this time, proactive customer service shows you care..

The challenge for every contact center is maintaining a consistently high level of service. This is where the International Standard for Customer Contact Centers, ISO 18295, becomes essential..

Target is doubling down on in-store experience with a new initiative designed to boost customer engagement. The “10-4” programme sets clear expectations for how employees should interact with shoppers..

Here we set out five practical ways quantum computing is set to transform the customer service landscape. By understanding these future applications, businesses can prepare to harness this powerful technology..

Today’s AI isn’t just about automating simple tasks—it’s about creating intelligent, autonomous systems that can understand context, make decisions, and solve complex customer problems..

Customer feedback is one of the most valuable resources any retail business has—yet it’s also one of the most underutilized. Here are six strategies to help you turn customer insights into real improvements..

Customer service leaders are at a crossroads, facing immense pressure to deliver exceptional experiences with often limited resources. Could AI be the answer? Here are five practical ways AI can be used right now..

Here, you will learn how to spell names correctly over the phone, every time, without awkward repeats or mistakes that cost time and trust. This matters for customer confidence, accurate records and more..

AI strategist Reddy Mallidi delivers a comprehensive playbook for executives to architect, build, and govern scalable AI agent ecosystems. Most organizations have experimented with AI. Few have mastered it..

Virtual Reality creates a fully digital space you can step into. Augmented reality adds digital layers to the real world. Here, we focus on VR and how it supports each step of the CX journey, from first touch to repeat purchase..

High sickness in a service team hurts twice. You lose people when customers need them, and the workload spikes for whoever is left. Costs rise from overtime and missed SLAs. Morale dips, then attrition follows..

This article outlines ten best practices that will help you improve your Software-as-a-Service (SaaS) customer support operations, enhance customer satisfaction, and build a foundation for long-term success..

If your contact center calls run long, you feel it in your queue, your budget, and your customer reviews. Here, we look at how to reduce Average handle time (AHT) without sacrificing quality..

Tense support calls and heated chats happen to every service team. The stakes are high.  According to Salesforce, 80% of customers say the experience a company provides is as important as its products or services..

When something goes wrong on a trip, you want clear steps and a fair outcome. Here is our guide to Hilton Hotel customer complaints. The flow is simple. You report the problem, a team member acknowledges it..