Throughout the 2010s, brick-and-mortar retailers worked hard to keep up with the evolving consumer landscape. Then COVID-19 arrived and accelerated the rate of change, challenging stores even more to ...

The sight is all too familiar in businesses across the globe. A customer joins a queue, waits for a few minutes, glances around with growing impatience, checks their watch or phone, and then simply ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...