A lot of people complain about the arrogance of IT people and our general failure to understand either the customer or the business. So what happens when IT is the business? or, at least, where IT has ...

In our tech-driven world, it’s easy to get lost in the many trends of generative artificial intelligence, cybersecurity, cloud and quantum computing, and digital transformation. Embedded within these ...

One part of the business that's often helpful to automate is your customer service, especially for simple, general questions ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

Indisputably (although many continue to dispute it), customer service and the customer experience have been improving steadily year after year, by any objective measure. Including in such areas as: • ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...