Enterprises can no longer let customer service be an afterthought. Better use of data and AI can improve after-sales experiences — but staffing remains a vital need. For years, many providers of ...

In our tech-driven world, it’s easy to get lost in the many trends of generative artificial intelligence, cybersecurity, cloud and quantum computing, and digital transformation. Embedded within these ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Digital technology is the fuel that turbo-charges customer service. It helps organizations to acquire and process the right data; to provide services and products accurately and efficiently; and to ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Customer retention today is considered a critical factor of success and is more important than mere transactions to building lasting relationships and loyalty. Acquiring a new customer can be ...

One or two people might suggest that, with the current pandemic, this idea was mere madness. We, though, wanted to see what traveling abroad and working abroad truly meant right now. The first step ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...