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 ...

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 ...

Learn how to build winning relationships, provide the right assistance at the right times, and effectively a variety of customers. Customer service care costs organizations billions of dollars each ...

Only 9% of customers report resolving their issues completely via self-service, according to Gartner, Inc. (www.gartner.com). Many companies create more channels for customer service, but this creates ...

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 ...

Customer service has been tricky for companies whose services rely on third parties and gig workers. In these cases, the companies don’t control — and can’t manage the quality of — the delivery of ...

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 ...

Editor’s note: Joe Procopio is the Chief Product Officer at Get Spiffy and the founder of teachingstartup.com. Joe has a long entrepreneurial history in the Triangle that includes Automated Insights, ...

With returns siphoning off a staggering $743 billion from retailers’ bottom lines in 2023, it’s clear that the industry’s approach needs an overhaul. But instead of leaning on rigid policies that risk ...

Loretta Gromo wanted to do something special to celebrate her wedding anniversary, so she decided to book a Royal Caribbean cruise to mark 25 years of marriage to her husband, Bob. After 34 years as ...

A couple of months back, the DSL at my house fizzled over a weekend, with service sporadic to none. On a Sunday, I called Verizon tech support, and the customer service technician walked me through ...

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 ...