One of the most important and challenging objectives in operating a high-value call center is to provide services that consistently meet (and exceed) customer expectations. The imperative to identify ...

AI agents that run 24/7 can answer questions, help customers complete purchases, and give human teams room to focus on the ...

SAN FRANCISCO--(BUSINESS WIRE)--According to Zendesk’s CX Accelerator report (NYSE: ZEN), 'exceptional' is what businesses must strive for when it comes to meeting customer expectations. Yet ...

Customer behavior has changed and there’s evidence it’s not going back. The new habits formed over the last 18 month in many cases are here to stay. The Greek philosopher Heraclitus said that “change ...

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 Janelle Dieken Inflation ...

It’s not new news. In the dynamic landscape of field service, technology, and innovation are pivotal. But let’s focus less on the direct benefit technology adoption has on your pocketbook and more on ...

However, it's never a bad idea to incorporate best-practices into your B2B marketing strategy, and marketers can learn a lot from how customer service professionals have adapted in the last year and a ...

It's now established that the pandemic accelerated the transformation of every industry by forcing much of the world to swiftly digitize most facets of daily life, with some industries on ...

Shopping used to be an event—smiling greeters, meticulous window displays, perfume-sample sprayers, retail workers with the sole job of helping you pick out and try on clothes. Back in the 1950s, ...

In recent years there has been growing discussion on the ability of financial institutions to adapt their services to the expectations of digital-first customers. What should financial businesses ...

The ideal way to manage customer expectations then would be to identify the strengths and weaknesses of human and bot interaction and establish a hybrid approach where the strengths of each component ...

The metaverse, a virtual reality–based successor to the internet that is populated with live people, is yet another new digital space where brands can more fully engage with their customers. But, many ...