There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self ...

Delivering the kind of automated service customers want requires a digital strategy that encompasses technological and people-oriented changes. Most organizations recognize the importance of giving ...

Rick Watkin is President & CEO of KUBRA, a leading provider of customer experience management solutions for utilities and other industries. Customer experience used to rely heavily on face-to-face—or ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...