Ryan has been a magazine and newspaper editor for 21 years, with the last 15 covering a variety of bases for CDW’s family of tech magazines. As Editor in Chief, he works on developing editorial ...

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

We live in an era defined by personalization and instant gratification. This has made customer service more important than ever. Each interaction with a customer, both before and after the point of ...

Nearly a generation ago, when social media was in its infancy, Facebook, Instagram, Pinterest, and Twitter (now X) were expected to completely take over the way that businesses communicated with their ...

In the digital era, customer interactions with brands span across various touchpoints: Websites, social media, email, in-store visits and mobile apps. As the leader of a digital marketing company, ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

Customers are increasingly relying on digital-first channels to interact with brands. But that doesn’t mean companies should slack on voice channels. As the world becomes more digital, so do customers ...

Repetition hurts experience. When customer information doesn’t carry across channels, people end up repeating themselves, which wastes time and increases frustration. Personalization saves time.

When the COVID-19 pandemic began, companies were forced nearly overnight to move their contact center agents to home working setups. Now that the world is starting to open back up again, at least for ...

Opinions expressed by Entrepreneur contributors are their own. Omnichannel customer engagement is no longer a nice-to-have — it’s a necessity. In today’s digital world, customers expect a seamless, ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...

Silverback AI Chatbot has announced ongoing development and refinement of its AI Assistant feature, reflecting significant shifts in how organizations manage digital communication, user interaction, ...