I read recently how more online retailers are telling customers who want to return an unwanted purchase to just keep it, and their money will be refunded. My initial guess was it cost them more to ...

As one of the world's largest retailers, Amazon typically has customer support available 24/7.Getty As one of the world's largest retailers, Amazon is a well-oiled machine. But while most orders get ...

Abstract: The iterative innovation literature recommends a basic prototype strategy because it reduces learning costs. Although customer cocreation during basic prototype iterations is assumed, the ...

The banking industry has long pursued operational excellence through process optimization, investing billions in technology upgrades, workflow improvements, and system modernization. Yet despite these ...

Gordillo De Vivero is senior director of strategic initiatives at the National Association of Free and Charitable Clinics. Jones is U.S. program director at Project HOPE. It will be years before the U ...

The promise of hyper-efficient, AI-powered customer service is facing a significant reality check. Despite heavy investment from tech giants like Amazon and Salesforce, new research from July 2025 ...

Despite the Social Security Administration ditching its plan to reduce its phone service, Long Island residents who use those benefits say they are still concerned about customer service. The Social ...

There's bad customer service — and even worse bogus customer service where anyone can easily be taken by a scammer with a quirky accent who demands a credit card on the spot when you call a fake ...

We've all been there: dialling a customer service number with high hopes of speaking to a real person, only to find ourselves trapped in an automated labyrinth. You're shuffled around, stuck on hold ...

Your browser does not support the audio element. Global corporate investment in AI has increased 13-fold over the last decade, reflecting the rapid expansion and ...

Abstract: The service industry is currently facing significant challenges related to process inefficiencies and low customer satisfaction. While the Six Sigma methodology has been extensively applied ...