Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

As part of a special series in Railway Age’s March 2022 issue, 11 North American railroad CEOs address what must be done to grow and gain market share from competing freight transportation modes. Here ...

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Innovation starts with understanding your customer. This simple framework helps uncover real problems and engineer meaningful solutions. Too many companies launch new products or services without a ...

The days of routine query handling in the call center are coming to an end. The next step is to operate the call center as a problem solving unit using network judgment techniques. Some years ago when ...

Forbes contributors publish independent expert analyses and insights. Alison Coleman is a U.K.-based journalist who covers entrepreneurs. It’s happened to most of us at some time, losing something ...

Any company that wants to thrive needs to have a strong grasp of their industry's pain points. After all, if a business owner does not realize what their customers deal with, they will probably not ...

When you shop through retailer links on our site, we may earn affiliate commissions. 100% of the fees we collect are used to support our nonprofit mission. Learn more. Want to get the attention of a ...

According to a research paper by Finextra and SAP Customer Experience, Engaging the Unengaged Customer, less than half (49%) of consumers agree that their banks work hard to engage them, and that they ...