Delivering the kind of automated service customers want requires a digital strategy that encompasses technological and people-oriented changes. Most organizations recognize the importance of giving ...

As the co-founder of Puzzle Partner, Ivana is an advocate for innovation with marketing expertise in technology, travel and startups. Self-service has become a core part of our daily interactions, but ...

Airlines are encouraging travelers who plan to fly this weekend to change their plans in anticipation of what's expected to ...

There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self ...