Neither customer-facing tech, nor digital kiosks, nor self-service are new phenomena. But in an age where customers expect more tech options, including smart tech and kiosks, tech-friendly customer ...

When a company is building a new tech stack for customer use, striving for the best customer experience is an obvious goal. However, in reality, nearly all the technology developed or used by a ...

It’s easy to nail collaboration between customer success and tech teams when you’re a startup organization with a handful of employees and customers. But as the organization scales, collaboration gets ...

Whether you’re a crime-fighting hero or a customer service agent combatting the fallout from digital incidents, having access to real-time information and context is critical. As organizations move ...

While a lot of functionality is making its way to the Internet through the various forms of cloud computing, support for customer service varies widely. James Urquhart is a field technologist with ...

Businesses hope the artificial-intelligence technology behind ChatGPT can turn ordinary chatbots into impressive fonts of information, potentially transforming customer service. But many executives ...

Welcome to "Salary Journeys," a series that discusses how much people have made over their careers. In this journey, 34-year-old Pam shares how she pivoted from wellness to tech. Pam didn't know what ...