Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

In the not-so-distant past, customer experience (CX) was a straight line — a predictable journey from point A (the customer’s question) to point B (the company’s answer). However, as retail landscapes ...

Ada, the Toronto-based company that automates 4.5 billion customer service interactions, has partnered with OpenAI to use GPT-3.5, the large language model that is the foundation of ChatGPT. Meta, ...

Customers now demand interaction with brands using social media. It's no longer enough for businesses to treat video as just content. Rather, video must be part of a customer service strategy. A ...

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 ...

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 ...

In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...