2025 Customer Service Trends: Why Tech Savviness Is the New Leadership Superpower
In 2025, customer service leaders are swapping their trusty notepads for neural networks (or at least trying to). With technology evolving faster than your favorite streaming app can drop a new update, staying ahead requires more than charm and empathy. According to...
Conversational Commerce in Healthcare
Conversational commerce is a trending customer service tool that integrates messaging apps, chatbots, and voice assistants into the shopping and service experience. These resources allow people to interact with organizations as they would with a person, using natural,...
Is Customer Service still a thing?
A colleague posted a bad customer service story on her Facebook page. When I saw it, I knew I had to share it with you. Real world story: Early this morning at a not too busy Walmart, an employee told me that she couldn’t help me find what I needed because she...
Kara – The Front Desk Dynamo at the JW Marriott in Palm Desert
Picture this: It’s 118 degrees outside. Yes, that’s right, a scorching one hundred and eighteen degrees. I arrive at the JW Marriott in Palm Desert, drenched in sweat from merely existing in the heat. I park my car in the short-term registration area, hoping my...