Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. Aug 29, 2024, 02:40pm EDT Imagine that one of your customers ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

CEO Christopher Nassetta said solving a problem for a guest makes them more loyal to a brand than perfect service.

Artificial intelligence in customer service is frequently accompanied by bold vendor claims and promises of exceptionally high success rates. However, the reality on the ground often tells a different ...