Neither customer-facing tech, nor digital kiosks, nor self-service are new phenomena. But in an age where customers expect more tech options, including smart tech and kiosks, tech-friendly customer ...

With rising labor costs and the Great Resignation, I believe it is likely that some companies are spending more money on customer service than in previous years. After all, during the 2021 holiday ...

It’s easy to nail collaboration between customer success and tech teams when you’re a startup organization with a handful of employees and customers. But as the organization scales, collaboration gets ...

In an era of instant gratification, customers are desperate to be in the know, 24/7. As a result, field service organizations are feeling a shift categorized by growing customer expectations and ...

Artificial intelligence has gone mainstream. The term is now regularly appended to all manner of tools and technologies, even when it’s unclear exactly what role AI plays in delivering desired ...

While a lot of functionality is making its way to the Internet through the various forms of cloud computing, support for customer service varies widely. James Urquhart is a field technologist with ...

This was a rough year for customer experience. We’ve been hearing for years how important customer experience is to business, and a whole business technology category has been built around it, with ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Welcome to "Salary Journeys," a series that discusses how much people have made over their careers. In this journey, 34-year-old Pam shares how she pivoted from wellness to tech. Pam didn't know what ...

What businesses have the top customer service according to consumers? USA TODAY, in collaboration with Plant-A Insights Group, presents America's Customer Service Champions 2024. It recognizes ...