In recent years, we've heard quite a bit about digital transformation, a term that means different things to different people. It's often used to describe the transformation from brick-and-mortar to ...

Occasionally the Grays Harbor PUD gets a call or email from a customer regarding a question, concern or problem they have ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

Imagine this scenario: in a tax planning meeting with a client, a CPA identifies a great opportunity to reduce their tax liability—perhaps through a ...

Location, order size and order frequency are all things you take into account when deciding whether to add, or no longer service, a customer. Location, order size and order frequency are all things ...

In the ever-evolving world of mortgage servicing, delivering an exceptional customer experience at every stage of the customer’s journey is a crucial differentiator. Having spent my career focused on ...

For the past three decades, I have been a fierce advocate for mortgage servicing innovation that supports the industry’s forward momentum while increasing operational efficiency and exceeding customer ...