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 ...

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

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, ...

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 ...

Power utility Eskom is rolling out a new customer service model that features mobile customer hubs, digital platforms and self-service tools. This, after Eskom chairperson Mteto Nyati told ITWeb that ...

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 ...