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 ...

If the long wait times and hard-to-find numbers don’t make it clear enough, I’ll say it: Tech companies don’t want to talk to you. Here’s a secret I bet you didn’t know. You can have Amazon call you ...

Brompton Technology is expanding its Customer Services team as part of its ongoing commitment to providing exceptional support at every stage of the customer journey. The newly structured team will ...

Last year I wrote an article questioning whether we should be using the term "customer technology" instead of "marketing technology." Frans Riemersma of Martech Tribe and the co-creator of the current ...

While continuous digital transformation has compelled businesses to upgrade and digitize systems across all departments, customer service remains behind. Customer service is not only overdue for a ...

With rising labor costs and the Great Resignation, I believe it is likely that some companies are spending more money on customer service than in previous years. After all, during the 2021 holiday ...

People are generally skeptical of customer service chatbots, and many outright despise them. In a recent Gartner survey, 64% of consumers said that they’d prefer companies didn’t use AI of any kind — ...

Growing up in the Dominican Republic, Jose Herrera worked in a call center for a big money order company. The place was dark and dingy, with no windows, he says. He had to ask his boss for permission ...

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 ...