Keynote

Customers are turning to social media more than ever to get help with issues, which can send social media managers into panic mode. But instead of seeing complaints as a headache, think of them as a chance to show how professional, responsive, and trustworthy your...

Imagine parking in what appears to be a public lot, only to return and find your car gone—towed without warning and costing you nearly $500 to get it back. That’s exactly what happened to me at the Courtyard by Marriott in El Cajon, CA, and I’m not alone. This is a...

In 2025, proactive customer service isn’t just a trend—it’s basically customer service with a crystal ball. Instead of waiting for customers to reach their boiling point over a lost package or a tech glitch, businesses are using AI, predictive analytics, and real-time...