A lot of people complain about the arrogance of IT people and our general failure to understand either the customer or the business. So what happens when IT is the business? or, at least, where IT has ...

In our tech-driven world, it’s easy to get lost in the many trends of generative artificial intelligence, cybersecurity, cloud and quantum computing, and digital transformation. Embedded within these ...

Automation is rising, but most consumers still want real human help. Learn what today’s trends reveal about trust, loyalty and the future of support. Customers still want to speak to a human. AI ...

Indisputably (although many continue to dispute it), customer service and the customer experience have been improving steadily year after year, by any objective measure. Including in such areas as: • ...

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

Enterprises can no longer let customer service be an afterthought. Better use of data and AI can improve after-sales experiences — but staffing remains a vital need. For years, many providers of ...

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 ...

It took me less than ten minutes to cancel my home phone. During this time I spoke with two customer service guys, shared a few laughs, got offered a 40% discount, and hung up victorious without ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...