customer service

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Sebastian Siemiatkowski, chief executive officer of Klarna.
Success

Klarna’s CEO warns AI is already capable of doing any human job—and his company is already living it

By
February 3, 2025
A Starbucks barista with a concerned look on her face stands behind a register.
Retail

Starbucks barista says his store has a ‘panic button’ behind the counter, but fears it won’t be enough to quell angry customers after open-door policy reversal

By
January 24, 2025
Starbucks reverses open-door policy: Customers now have to buy something to use bathroom or hang out
Retail

Starbucks reverses open-door policy: Customers now have to buy something to use bathroom or hang out

By
January 13, 2025
aman advani wearing a collared shirt and smiling
Newsletters

Can I speak to the owner? At Ministry of Supply, the answer is yes 

By
December 6, 2024
How Office Depot’s president builds trust with shoppers in a digital world
Newsletters

How Office Depot’s president builds trust with shoppers in a digital world

By
November 29, 2024
The vast majority of Gen Z’s frontline workers are burned out and ready to throw in the towel
Success

The vast majority of Gen Z’s frontline workers are burned out and ready to throw in the towel

By
October 29, 2024
Mike Krieger, Co-Founder, Artifact speaks onstage during Vox Media's 2023 Code Conference at The Ritz-Carlton, Laguna Niguel on September 27, 2023 in Dana Point, California.
Tech

Irish-founded unicorn Intercom is ditching ChatGPT for Anthropic’s Claude to handle customer service chats

By
October 10, 2024
Andy Jassy, CEO of Amazon
Newsletters

Jeff Bezos’s longstanding leadership rules are showing signs of fraying inside Amazon

By Azure Gilman and Emma Burleigh
August 5, 2024
Aneesh Raman, VP Workplace Expert for LinkedIn.
Newsletters

LinkedIn’s resident workplace expert says the push for upskilling must have an emotional component

By
June 20, 2024
Customer on phone app in front of Amazon logo.
Newsletters

Amazon customer service workers are scared AI will replace them—and they’re not alone

By
June 11, 2024
Layoffs, abusive calls, and AI fears: Inside the front lines of Amazon’s ‘customer obsession’ promise
Tech

Layoffs, abusive calls, and AI fears: Inside the front lines of Amazon’s ‘customer obsession’ promise

By
June 6, 2024
Amazon CEO Andy Jassy on stage at an event.
Tech

Amazon axed more than 100 customer service managers in CEO Andy Jassy’s latest job cuts

By
May 16, 2024
Mid adult man opening a tax letter from HMRC in a brown envelope.
Finance

U.K. tax authority HMRC kept Brits on hold for nearly 800 years last fiscal year—and it’s getting worse

By Isabella Ward and Bloomberg
May 15, 2024
Senate passes $105bn FAA bill to curb dangerous airplane close calls and improve bad customer service for air travelers
Politics

Senate passes $105bn FAA bill to curb dangerous airplane close calls and improve bad customer service for air travelers

By Mary Clare Jalonick and The Associated Press
May 10, 2024
Everyone’s a Karen these days: Frustrated by inflation and a different shopping experience, consumers are lashing out on service workers more often, poll says
Success

Everyone’s a Karen these days: Frustrated by inflation and a different shopping experience, consumers are lashing out on service workers more often, poll says

By
March 28, 2024

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