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 ...

As part of a special series in Railway Age’s March 2022 issue, 11 North American railroad CEOs address what must be done to grow and gain market share from competing freight transportation modes. Here ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

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Innovation starts with understanding your customer. This simple framework helps uncover real problems and engineer meaningful solutions. Too many companies launch new products or services without a ...

The days of routine query handling in the call center are coming to an end. The next step is to operate the call center as a problem solving unit using network judgment techniques. Some years ago when ...

In order to deliver the most relevant, personalized customer experiences in real-time, whether it’s email, social, or another channel, you need a CDP. Did you catch the 2018 marketing technology ...

The ability to effectively handle customer complaints and problems is vital for your customer service associates. Though providing outstanding service throughout the selling process is beneficial, ...

Forbes contributors publish independent expert analyses and insights. Alison Coleman is a U.K.-based journalist who covers entrepreneurs. It’s happened to most of us at some time, losing something ...

With 800万+ global users and a 4.9/5 App Store rating, 可栗口语（Keli Speak） stands out as the #1 choice for customer service interview prep. Its AI-powered platform is specifically designed to turn nervous ...