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 ...

Allowing customers to control their own narrative enables them to obtain immediate assistance on their own time, gives them more autonomy and improves efficiency for the brand. Self-service puts the ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...

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 ...

Digital technology is the fuel that turbo-charges customer service. It helps organizations to acquire and process the right data; to provide services and products accurately and efficiently; and to ...

Successfully injecting generative artificial intelligence (AI) into customer service requires a systematic approach. Improving the customer experience using generative AI solutions is about ...

The authors do not work for, consult, own shares in or receive funding from any company or organization that would benefit from this article, and have disclosed no relevant affiliations beyond their ...

In the fast-paced world of logistics technology, there’s an often-overlooked aspect: the customer. While systems focus on “jobs,” “orders,” “deliveries” and productivity, the real person at the end of ...

When it comes to their purchasing decisions, B2B buyers, like other consumers, want to learn about products on their own, and their first step is rarely contacting sales reps. In fact, recent research ...

In the CMSWire's State of Digital Customer Experience (DCX) 2025 report, customer experience teams reveal both their enthusiasm for generative AI and their real-world struggles to operationalize ...

Customers feel more rewarded by a store and “feel like they were treated more valuably” when using regular checkout because it involves less effort and cashiers handle the scanning, bagging and ...

We are a team of writers, experimenters and researchers providing you with the best advice with zero bias or partiality. Capitalising on a trading high, Sainsbury’s has announced it will adopt a new ...