For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

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 ...

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 ...

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 ...

Hilton's CEO, Christopher Nassetta, said he's not afraid of customers with problems. He said solving customers' problems makes them more loyal to a brand, rather than perfect service. Hilton has over ...

You're currently following this author! Want to unfollow? Unsubscribe via the link in your email. Follow Julia Hood Every time Julia publishes a story, you’ll get an alert straight to your inbox!

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...