AI technologies are in a period of transition, one that might stretch on for years as technology evolves and the more cautious industries gradually get on board. While this phased integration may be ...

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

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

Opinions expressed by Digital Journal contributors are their own. Many companies struggle to provide consistently high-quality customer service, facing challenges such as slow response times, ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

Many of the ideas that have contributed to Apple's success have come from outside the computer and technology industry. In fact, Steve Jobs looked at all business models, from Cuisinart to ...

In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

Opinions expressed by Digital Journal contributors are their own. With acceleration in digital transformation, customer expectations have evolved significantly in the insurance sector. In this era ...

This past school year, a parent reached out to me. In our very first communication, she threatened to go to the school board if I did not locate an assignment that we later discovered her child had ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.