The state Public Service Commission has hit five utility companies including National Grid and Liberty Utilities with millions of dollars in fines for failing to meet customer service ...

Three in 10 consumers say the company took no action at all in response to their most recent poor customer service experience, a CCW Digital survey found.

New York utility regulators approved a nearly $17 million penalty against National Grid’s Upstate New York operations for ...

The BBC is not responsible for the content of external sites. Read about our approach to external linking.

Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

Handoffs are a source of friction. Nearly all consumers expect their information to be available across channels so they ...

Poor customer service can have a big effect on a business’s ability to succeed. And while a smile and a helpful attitude can go a long way toward creating a positive experience for a customer, they ...

Everyone remembers a poor experience. Very few people remember a good one. This stark reality has always resonated with me throughout my career in customer service. It’s a simple truth that shapes how ...

The United States is in a data quality crisis. This impacts everything, from productivity to AI. Here I’ll focus on the impact of bad data on customer service, which is also in crisis. I recently got ...

We have all had horrific customer "support" experiences: AI chatbots that churn out irrelevant responses, a labyrinth of dropdown menus and links that make it hard to connect with a live person, a ...