engagement Archives - ThebusinessSeries

Customer engagement in 2026 is facing a paradox that few companies saw coming. Everyone invested...

92% of Customers Expect Perfect Service Every Time and Most Companies Are Failing

Olivia BennettSeptember 17, 2026

Genesys found 92% of customers expect perfect service every time. Learn why AI alone is not fixing customer engagement and what actually works.

A Harvard Business School study showed that a mere 5 percent increase in customer retention...

Olivia BennettDecember 10, 2025

Why Leaders Should Sit. A number of years ago, I was facilitating a half-day training...