Failures like over-automation, inconsistent service, lack of personalization and poor communication erode trust and loyalty. Poor problem resolution, ignoring feedback and failing to adapt to customer ...

The Federal Trade Commission has reached a landmark settlement with Express Scripts, one of the nation’s largest pharmacy benefit managers, requiring sweeping changes aimed at lowering insulin costs ...

Cigna Corp's Express Scripts has settled the U.S. Federal Trade Commission's claims its insulin pricing practices violated antitrust and consumer protection laws, and agreed to changes aimed at ...

Express Scripts to change practices tied to high costs FTC to enforce 10-year settlement Deal requires company to work with local pharmacies Sign up here. "Our ...

In the last decade, AI-powered chatbots have taken the realm of customer service by storm. The advent of generative AI in the last few years has only accelerated this drive. But as leaders race to ...

The Trump administration announced that the company, a pharmacy benefit manager, had agreed to make significant changes to its practices. By Rebecca Robbins and Reed Abelson The reporters have ...

The Federal Trade Commission has agreed to what it called a “landmark” settlement with Express Scripts, allowing the company to bow out of the agency’s lawsuit against major pharmacy benefit managers ...

Sign up for our newsletter about national security here. “At least,” a friend sighed, “they didn’t call it the 2026 National War Strategy.” True enough ...

WAILIN WONG: Empirically, what's happening is that we are really seeing the pace of job creation, job growth slow down. And at the same time, you're not seeing a huge increase in the unemployment rate ...

Loyalty isn’t built in dashboards or rewards programs. It’s formed in brief, human moments that make customers feel seen. In customer experience and marketing circles, loyalty is a constant topic of ...