Neither customer-facing tech, nor digital kiosks, nor self-service are new phenomena. But in an age where customers expect more tech options, including smart tech and kiosks, tech-friendly customer ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

In an era of instant gratification, customers are desperate to be in the know, 24/7. As a result, field service organizations are feeling a shift categorized by growing customer expectations and ...

Five-year-old AI customer service startup Neuron7 just closed an oversubscribed $44 million Series B round led by Keith Block and his year-and-half-old venture firm, Smith Point Capital. Neuron7 sits ...

It’s been an eventful year in technology, but one theme stands out as the dominant one of 2024: the emergence of generative artificial intelligence as a viable, even breathtaking, advancement. It ...

People are generally skeptical of customer service chatbots, and many outright despise them. In a recent Gartner survey, 64% of consumers said that they’d prefer companies didn’t use AI of any kind — ...

Despite the current challenging economic environment, digital customer experience (CX) budgets are actually on the rise. Recent research conducted by my firm, TELUS International, in collaboration ...

Global aerosol dispensing specialists, LINDAL Group has appointed Scott Martz as customer technical service and lab manager at LINDAL North America. Strengthening the Columbus facility’s technical ...

Welcome to "Salary Journeys," a series that discusses how much people have made over their careers. In this journey, 34-year-old Pam shares how she pivoted from wellness to tech. Pam didn't know what ...

The West Africa Association of Customer Service Professionals (WAACSP) has launched the support aspect of its mandate called “WAACSP for Business (W4B)” to improve service quality and delivery. In a ...