Jon Yates wants to help you. As the official problem solver at the Chicago Tribune, he specializes in getting companies--and government bureaucracies--to do what customers want. Whether you've been ...

Chatbots aren’t cool, and their usefulness is debatable. Here’s how we can do better with AI than a chatbot. The Fast Company Executive Board is a private, fee-based network of influential leaders, ...

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 ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

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 ...

Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...

2023 will be remembered for a lot of things, but for many, it will be the year when budget reductions, cost-cutting and layoffs were front of mind. In the tech sector alone, more than 240,000 jobs ...

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Kiran Peddireddy and Dishant Banga are adept at utilizing data-driven solutions for resolving business issues, streamlining complaint management, and enhancing compliance. They have demonstrated their ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...