A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap. Customers and vendors alike want a speedy resolution to any support issues. Increasingly, ...

Delivering the kind of automated service customers want requires a digital strategy that encompasses technological and people-oriented changes. Most organizations recognize the importance of giving ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...

Citigroup has automated the process its corporate clients go through when something goes awry with a global payment. The New York company announced last week that it had added a self-service layer to ...

Perseus has connected several existing internal systems and built a client interface into its own database "so clients can see the same data as us," says Vinko Grskovic, vice president of automation ...

One-off projects can pay the bills, but they don’t always build a business. This is what freelancers need to do instead. Providing ongoing services like retainers, package deals and strategic ...

Automated self-checkout is appearing in more and more retail stores, with Walmart this year installing 10,000 self-service kiosks in hundreds of stores. But self-checkout is a technology direction ...