Most people have asked themselves that question at one time or another. Maybe it was when your wait for a field service technician (think cable and internet companies) passes the fourth hour, or when ...
Personalised offers for products and services and timely advice for financial and wealth management, especially with the cost-of-living crisis, are all examples of banks offering tailored services to ...
Do you remember a time when, as a student, you thought you absolutely nailed the test, but then you failed it? This may have been the case for many companies that lost clients in 2021. In fact, about ...
The majority of today’s contact centers employ well-designed, sophisticated self-service strategies, but even with a highly successful self-service application boasting a high call-completion rate, ...
As artificial intelligence (AI) continues to make its mark on various industries, customer service is experiencing one of the most significant transformations. And with the rise of autonomous AI, in ...
Generational habits matter. Each generation communicates differently, so brands must avoid a one-size-fits-all strategy to build lasting loyalty. AI comfort varies. Younger customers welcome AI-driven ...
Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. Sep 02, 2025, 12:06pm EDT According to IDC, 67% of CIOs report ...
MELVILLE, N.Y.--(BUSINESS WIRE)--Two years into the global pandemic, organizations are racing to resolve the Engagement Capacity Gap ™, leaning into customer service technology to support ...
To me, Twitter would seem like a customer service rep’s dream — a platform that allows you to have two-way interaction with your customers in realtime. But in reality, Twitter has presented a massive ...
Several years ago, a reputable European bank recognized the urgent need to modernize its digital offerings. In particular, their existing mobile banking application was outdated and held a mediocre ...
The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Barak Eilam Though ...
Retail giant Gap has created a Salesforce centre of excellence and is implementing Service Cloud to enable better customer care. Retail giant Gap Inc. - the corporation that owns brands that include ...
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