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 ...

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.

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 ...

Things seem pretty gloomy now, which is having a material impact on restaurant sales and traffic. Unlike the Great Recession, however, consumers aren’t spending their dine-out dollars on quick-service ...