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 ...

Faced with overwhelming demand for help, legal aid organizations and funders plan to expand their ability to apply AI-powered ...

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 ...

Allowing customers to control their own narrative enables them to obtain immediate assistance on their own time, gives them more autonomy and improves efficiency for the brand. Self-service puts the ...

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 ...