The customer service function is now a vital element of your business model. Customer service reps handle customer questions and complaints but they also cross sell products. It is now common to ...

I have a colorful little test you can use to determine the customer service functions that belong on either side of the human/technology divide—that is, which services you should offload to technology ...

Despite investing heavily in customer service technologies, companies are still having trouble using data and analytics to improve customer satisfaction. In recent years, companies have invested ...

Following more AI announcements at its AI Summit last week, we speak to Adrian McDermott, CTO of Zendesk, about the ...

Here are a few thoughts to consider regarding customer service in the trucking industry: Will customers pay more for better service? How do data privacy and security issues affect customer service?

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Automation, AI assistants and a growing need for a proactive — ...

It’s referred to as CX, one of those insider-y near-acronyms meant to convey significance through brevity. CX is shorthand for “customer experience,” the significance of which cannot be underestimated ...

CarMax cut about 350 positions across its customer experience division as it looks to streamline its customer support functions.

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 Jeff Fettes Companies ...

Companies that outsource customer service functions to reduce costs may risk reducing their client list as well, Gartner warned Friday. In fact, the researcher predicted that through 2007 some 80 ...