Despite investing heavily in customer service technologies, companies are still having trouble using data and analytics to improve customer satisfaction. In recent years, companies have invested ...

Nothing makes customers happier than receiving a package they ordered arrive on time, at the right place, and with the correct contents inside. As brand loyalty becomes more coveted in a crowded ...

Here are a few thoughts to consider regarding customer service in the trucking industry: Will customers pay more for better service? How do data privacy and security issues affect customer service?

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Jeff Fettes Companies ...

In my previous article, I began with a look at the “Virtual Community”: Companies have begun to extend customer service functions into the external online communities and forums that they sponsor.

The customer service function is now a vital element of your business model. Customer service reps handle customer questions and complaints but they also cross sell products. It is now common to ...

Look for the use of artificial intelligence (AI) in customer service to grow in 2022 TelcoSwitch CEO Russell Lux said. The growth will continue with automated chatbots which are deployed in customer ...

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Companies that outsource customer service functions to reduce costs may risk reducing their client list as well, Gartner warned Friday. In fact, the researcher predicted that through 2007 some 80 ...

It’s referred to as CX, one of those insider-y near-acronyms meant to convey significance through brevity. CX is shorthand for “customer experience,” the significance of which cannot be underestimated ...