The future of customer service will be measured in the number of calls eliminated by predictive and prescriptive diagnostics. Gone are the days when your calls are routed to unqualified personnel ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

The current era of efficiency and optimization has ushered in AI assistants and automation to help get the job done faster. While these tools undoubtedly accelerate performance, companies should not ...

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

Two multi-ethnic workers working in a plastics factory, standing on the factory floor, looking at the control panel of one of the machines. The African-American man is pointing to the panel. His ...

Customers are good at troubleshooting the small stuff and research shows when they come to customer service staff they expect complex problem solving, options or answers - not apologies. My research ...