Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

AI technologies are in a period of transition, one that might stretch on for years as technology evolves and the more cautious industries gradually get on board. While this phased integration may be ...

Opinions expressed by Digital Journal contributors are their own. Many companies struggle to provide consistently high-quality customer service, facing challenges such as slow response times, ...

Artificial intelligence (AI) is no longer just an add-on in customer service — it’s a core technology, enhancing speed, accuracy and scalability. But while AI excels at automation and data-driven ...

Instead of adding more content, add accountability. Community challenges, check-ins, or progress nudges create commitment ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

B2B renewals are won or lost 180 days before the contract expires. Dow serves as the gold standard for linking experience to commercial growth.

As the dust settled on what most have deemed the “new normal” of working from home, many industries — including customer service — rapidly shifted operations to be remote work-friendly. At the same ...