Ditch the customer service script and see how acting human improves service. “I want to be a robot.” That’s what the job candidate told me during her interview, and she meant it. Her ideal job was one ...

What leaders miss when they overdesign experience. Observation, not optimization, reveals the moments that matter for ...

I can't believe anyone was able to give anything above a 1 star review. It has been an absolute fiasco trying to get a package delivered to my house. They're supposed to customer service is worthless.