Many design disciplines focus on specific outputs – an app, a website, a product or graphic communication. But people's ...

Security flaws in Airportr, a door-to-door luggage checking service used by 10 airlines, let hackers access user data and even gain privileges that would have let them redirect or steal luggage.

As the tech stack grows, so does the risk of complexity without clarity. To avoid chasing trends, leaders must focus on ...

Engaged employees deliver better customer service. Companies in the top 25% of employee engagement have 10% higher customer ...

Artificial intelligence chatbots are everywhere these days, from smartphone apps and customer service portals to online search engines. But what happens when these handy tools overestimate their own ...

Picture this: you’ve just launched a stylish line of home décor on your e-commerce site, and traffic is surging.

The Microsoft co-founder’s stint in customer service was a publicity stunt, but also a good reminder to leaders to spend more ...

Zhang is the CEO and co-founder of Decagon, a San Francisco-based startup that offers an automated customer-support service ...

A penny for the thoughts of our thankless call center workers. Long have they had to endure indignant customers fuming at them for problems beyond their control. Now they must suffer accusations that ...

While robots haven’t commandeered all of our roles just yet, researchers predict AI may replace 300 million jobs globally by ...