Instead of adding more content, add accountability. Community challenges, check-ins, or progress nudges create commitment ...

B2B renewals are won or lost 180 days before the contract expires. Dow serves as the gold standard for linking experience to commercial growth.

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 ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

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 ...

The chances of growing your SaaS business over time are greater with an engaged customer base. As there is a relationship between growing customer engagement and improving retention, engaging with ...

Power utility Eskom is rolling out a new customer service model that features mobile customer hubs, digital platforms and self-service tools. This, after Eskom chairperson Mteto Nyati told ITWeb that ...

As the dust settled on what most have deemed the “new normal” of working from home, many industries — including customer service — rapidly shifted operations to be remote work-friendly. At the same ...

Hawai’i visitors to Japan revel in hotels, department stores and restaurants staffed by employees who aim to please. The visitors return to the Islands with wondrous “only in Japan” stories. But ...