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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 Ryan HoggOctober 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 BurleighAugust 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 Emma BurleighJune 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 Emma BurleighJune 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 Jason Del ReyJune 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 Jason Del ReyMay 15, 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 BloombergMay 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 PressMay 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 Chloe BergerMarch 28, 2024
Your next customer service agent could be generative AI
Newsletters
Your next customer service agent could be generative AI
By Eamon BarrettFebruary 16, 2024
Remitly CEO Matt Oppenheimer
Newsletters
Remitly CEO says taking customer service calls is what he looks forward to the most
By Eamon BarrettFebruary 9, 2024
Shot of an adult businesswoman sitting alone in her home office and talking on her cellphone
Newsletters
Customer service should repair trust in a brand. Instead, it’s where trust breaks
By Eamon BarrettFebruary 2, 2024
A customer at a self-service checkout kiosk at a Woolworths Group Ltd. grocery store in Sydney, Australia.
Retail
A grocery chain is removing self-checkout after realizing executives hate it as much as customers do: ‘We like to talk to people’
By Steve MollmanNovember 10, 2023
Shot of a young female call center agent using a laptop at work
Newsletters
Greenhouse implemented a new DEI strategy to improve work for BIPOC employees and saw massive improvements in engagement and confidence
By Paige McGlauflin and Joey AbramsAugust 30, 2023
The fixable problem of terrible customer service
Commentary
The fixable problem of terrible customer service
By Zeb EvansFebruary 17, 2023
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Success
MacKenzie Scott alone accounted for one-third of America's $19.2 billion in megagifts last yearplaceholder alt text
By Sydney LakeJune 25, 2026
Big Tech
As Big Tech showers employees with perks to win the talent war, Nvidia built a nearly $5 trillion company by making people pay for their own lunchplaceholder alt text
By Marco Quiroz-GutierrezJuly 1, 2026
Success
Philanthropy leader at Warren Buffett and Bill Gates’ Giving Pledge says children of billionaires are pushing them to give their wealth away fasterplaceholder alt text
By Preston ForeJune 27, 2026
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