Mention customer service and most people conjure up an image of “that place you call when you have a problem.” For decades, that’s exactly what customer service has been for most companies—a function ...

Accenture yesterday launched a new institute designed to help public-sector organizations improve the delivery of services. Bringing together leading academics, officials and government service ...

Cloud, automation, analytics, artificial intelligence, mobility. These and other technologies have completely and permanently changed the business service delivery environment. However, now the focus ...

Customer service has traditionally been viewed as a cost center for businesses. It's often seen as a necessary expense that only adds a little value to the bottom line. But customer experience is ...

Service management professionals are dealing with a great challenge: Coping with a high demand of value delivery while more and more strategic parts of the service delivery are being outsourced.

Concurrent with the trend of cardiovascular integration — whereby a hospital purchases the CV practice and subsequently employs the cardiologists — is a re-emergence of the service line as an ...

In the many years I've taught personal branding for the military-to-civilian transition and coached, mentored and written about reintegration for active-duty service members and veterans, one value of ...