Within minutes of requesting a refund for an unsavoury holiday stay, a Booking.com customer was hoodwinked into providing her bank details to a scam artist.

Booking.com has replaced its customer service staff with artificial intelligence (AI), meaning scam victims are now forced to report fraud experiences to a chatbot. Last year, the hotel booking site ...

Humorous Stories of the Worst Customer Service in America and Interviews With the 10 Best Companies in the World,” with it’s first printing in ...

Want your business pitch to actually land? Learn how to tap into the psychology of attention, emotion, and belief to make ...

Customer Experience Expert Dan Gingiss on Earning and Keeping Customer Loyalty in a Crisis US Flight Reductions Put Airline Customer Experience ...

Marriott-Sonder chaos leaves travelers facing unclear refund processes. An expert shares his tips on how to get your money back.

The Marriott-Sonder fallout led to travel chaos. PR experts said the companies showed a lack of accountability and lost ...

Glenn Fogel: Thank you, and welcome to our third quarter conference call. I'm joined this afternoon by Ewout, our CFO. I'm pleased to report another strong quarter that underscores the power of our ...

Dear Eric: This is in response to “Need Help”, who encountered trouble understanding customer service reps. I worked in a call center, international department until my retirement. Because every phone ...