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 ...

The contact center hasn't been known for blazing new trails, but signs of its evolution are visible today. When it comes to innovative workplace design, the customer service industry’s staple, the ...

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 ...

Prashanth Krishnaswami of Zoho explores the possible benefits of a revenue-generating customer service model. Digital transformation has touched nearly every industry over the past two years, as ...

Today, artificial intelligence (AI) has become a cornerstone of customer service and many companies are touting their automated systems as the pinnacle of efficiency and convenience. A rude awakening ...

“How can we make your dream come true today?” is not how a customer entering a government office expects to be greeted. But if it’s the planning office in the city of Arlington, Texas, that might be ...

Opinions expressed by Digital Journal contributors are their own. With acceleration in digital transformation, customer expectations have evolved significantly in the insurance sector. In this era ...

Hawai’i visitors to Japan revel in hotels, department stores and restaurants staffed by employees who aim to please. The visitors return to the Islands with wondrous “only in Japan” stories. But ...