Ho ho, hold the phones! As customer service leaders festoon and fortify their contact centers for the holiday surge, some (er, many!) retailers may be experiencing that “last-minute gift buyer” ...

Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...