Quality & Service

You can reframe client grievances as an opportunity instead of a burden. At one Swiss hospital, complaints have become a pipeline for improvements to the customer experience.

Research into new in-store amenities, digital shopping formats, and partnerships reveals their unexpected costs and benefits.

Dilpreet Singh, who leads Loyalty, CRM and Partnerships at ITC Hotels, makes the case for emotional relevance over digital noise in an industry built on human connection.

India's digital governance journey has entered a critical new phase, with an emphasis on data quality emerging as the cornerstone of future progress, government think tank NITI Aayog said on Tuesday.

Companies from Zoom to Slack lean on the product itself to find customers, convert them to paying, and drive rapid growth in revenues and services — without adding more staff.