Customers want to read reviews and businesses need reviews to attract customers. But the constant demand for reviews could be creating a feedback backlash, experts say.

Failures like over-automation, inconsistent service, lack of personalization and poor communication erode trust and loyalty. Poor problem resolution, ignoring feedback and failing to adapt to customer ...

As Maranatha continues to see a greater influx of clients, we are reminded of the immense positive impact that the United Way has on our community. The financial constraints experienced by many of our ...

These days, Americans are hearing something that should stop us cold: talk of seizing and occupying territory belonging to sovereign nations. The rhetoric of the Trump administration increasingly ...

A chatbot is still a chatbot. And that’s the problem. While GenAI has helped contact centers deliver better automated experiences, these gains are strictly incremental, not transformational. Customers ...

To the editor — I love how the news just reports on the anti-ICE protesters and says nothing about the fact they broke the law entering the United States illegally. So maybe we should just get rid of ...

What motivates the customer to use a particular route for a sea crossing? While some operators might suggest that it is mostly habit, which is difficult to change, or price, which is driven by other ...

Gov.-elect Abigail Spanberger’s selection of as secretary of health and human resources, as reported in the Times-Dispatch, comes at a critical moment for Virginia. The article noted that the state is ...

Get any of our free daily email newsletters — news headlines, opinion, e-edition, obituaries and more. In response to Susan Kemp's letter on “King Trump” adding a ballroom to the East Wing of the ...

As Americans prepare to gather around Thanksgiving tables this year, many are feeling a familiar tension. While the holiday is meant to celebrate gratitude, food, and togetherness, the increasingly ...