In the technology world, when you have a breakdown in service that impacts a customer, you conduct a root-cause analysis (RCA) to investigate the people, processes and technology aspects that led to ...

The service industry, also known as the tertiary sector, is defined as companies or individuals who work to provide a service rather than a product. Hotels, restaurants, plumbers, and personal service ...

For consumers the future of customer service cannot come soon enough. The customer experience landscape is ripe for disruption. Companies are slowly making progress toward more seamless and simpler ...

President Donald Trump is once again talking about privatizing the US Postal Service. It’s an idea that has employees and major users of the mail very nervous. The 250-year old service is an ...