The $64,000 question that the naysayers ask is, would anything change if we just gave these customers what they expect, provide good customer service, and no more?

If you want your customer service to be as good as you think it is, you must understand your customers. Survey them. Talk to them. Ask them what you can do better. Deliver on their expectations ...

The digital transformation in retail, from self-service kiosks to automated customer support, offers undeniable benefits in efficiency and operational flow.

If you’ve been on the phone with customer service recently, there’s a good chance your first interaction was with a bot, or maybe automated voice, telling you to press some number to get to a ...