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, ...

If I had to choose a single word to describe what modern-day consumers want from brands, it would be convenience. Whether it's chatbots, interactive voice response (IVR) systems or FAQ pages, ...

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 ...

Helping customers help themselves — also known as “self-service” — has become a necessity in CX programs. This report will explore the reasons why that is, and will highlight the building blocks ...

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 ...