A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap. Customers and vendors alike want a speedy resolution to any support issues. Increasingly, ...

looking up account values, changing addresses or completing questionnaires, the more time advisors can spend with them discussing the emotions related to the data, says Mark Schoenbeck, a CFP and the ...

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 ...

Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

Citigroup has automated the process its corporate clients go through when something goes awry with a global payment. The New York company announced last week that it had added a self-service layer to ...

One-off projects can pay the bills, but they don’t always build a business. This is what freelancers need to do instead. Providing ongoing services like retainers, package deals and strategic ...

Zanda announced major client portal upgrades, giving health practices more customization, control, and self-service tools for a seamless client experience. The new branding options are giving health ...

Perseus has connected several existing internal systems and built a client interface into its own database "so clients can see the same data as us," says Vinko Grskovic, vice president of automation ...

Automated self-checkout is appearing in more and more retail stores, with Walmart this year installing 10,000 self-service kiosks in hundreds of stores. But self-checkout is a technology direction ...