McDonald’s does not succeed because it delights customers. It succeeds because it removes uncertainty.

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

Muskan Fnu receives a 2025 Global Recognition Award for measurable gains in telecom customer experience and operations, ...

Kirkwood, chief customer experience officer for Arkansas Oklahoma Gas, a subsidiary of Summit Utilities, retired Jan. 13 ...

New approach focuses on fixing the operational and technology failures that cause customer dissatisfaction You don’t ...