Just about everyone has a story about a customer service experience. Some were so spectacularly good or bad that they take on a life of their own as they are repeated by many people with no connection ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

Imaging giant Konica Minolta has announced the implementation of a global, client support system to improve customer problem resolution. After an international effort to find a workflow escalation ...

Universal Concierge platform enables AI agents to collaborate in real-time across voice, chat, email, and SMS to call vendors, text doctors, and take action in the real world to actually solve ...

Innovation starts with understanding your customer. This simple framework helps uncover real problems and engineer meaningful solutions. Too many companies launch new products or services without a ...