Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

— his 35 years in fixed ops, Bob Cawley has heard his share of advice. He has been told about new gadgets, the latest and greatest processes and bold "out-of-the-box thinking." To it all, Cawley says, ...

Q: I’m curious about providing “wow experiences” for our customers as a way to elevate the customer service we’re currently providing. Candidly, we have so much trouble just getting through the day ...

Insights and actionable data. Customer journey analytics require interdepartmental communication and collaboration to be effective. Insights will often impact multiple departments within a business, ...

Salesforce is the most popular customer relationship management (CRM) software in the world, and it just launched a free forever plan that offers basic sales and customer service functionality for ...