Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

Even before the rise of ChatGPT, the customer experience (CX) industry has been making huge shifts in the past few years toward automation. When customers can help themselves with online self-service ...

The report highlights that a significant percentage of churn can be attributed to product-market fit issues or a failure of the product to meet customer expectations. No amount of proactive CS ...

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 ...

Suumit Shah never liked his company's customer service team. His agents gave generic responses to clients' issues. Faced with difficult problems, they often sounded stumped, he said. But when Shah saw ...

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 ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

The phone carrier is relying on major changes to reverse a startling customer trend. Verizon (VZ) , the largest mobile network in the U.S., is continuing to see large numbers of customers cut the cord ...

It all started simply enough. I dialed my son’s phone number, something I’d done hundreds if not thousands of times before. But instead of connecting, I got an automated message, “Customer not in ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

If you have questions about your Social Security payments, you might need to contact the Social Security Administration for help. You may be able to troubleshoot some problems online, but other issues ...