‘Wow! I have a great job! I think I’ll quit and go somewhere else.’
A written framework is an easy way to hold everyone to the same standard
Show your customers and employees what your company stands for
Digital technologies are dazzling, but so are the challenges—especially for customer service
Even if it’s not required, it’s critical
How to keep your customers coming back
The key is keeping them alive
The baby formula industry was primed for disaster long before a key factory closed down
Exploring critical touchpoints in organizational software
Deploying technology in operational decision-making can improve conditions for workers and outcomes for patients
Call centers can use AI in truly collabortive ways
Rooting out bias in artificial intelligence will require addressing human and systemic biases, too
The short answer: Standard weights, rigorous procedures, and state inspectors ensure measurements are fair and accurate
Safeguarding secret information while enabling faster computation
Four tips for a successful future
You can learn a lot from one- and five-star ratings
Customers want to know their options, and they won’t wait weeks for an answer
New tech breathes life into an established platform
We need creativity to solve the workforce crisis
As more sales occur online, companies are trying to replicate the in-store sensory experience
