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 ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

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 ...

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 ...

TROY, Mich.: 2 Feb. 2023 — Whether it’s a simple billing inquiry, a plan change or a technical issue, wireless providers are solving customer issues faster than ever, according to the JD Power 2023 ...

Opinions expressed by Entrepreneur contributors are their own. A study by Nobel Prize-winning psychologist Daniel Kahneman showed that most decisions are based 90% on emotion and only 10% on logic.

In order to deliver the most relevant, personalized customer experiences in real-time, whether it’s email, social, or another channel, you need a CDP. Did you catch the 2018 marketing technology ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

How would you describe your company’s problem-solving culture? I have asked any number of managers that question; as often as not, it’s received with a blank stare. Most managers haven’t thought about ...

Cool stuff: For nearly 60 years, Cryomech – based in Syracuse, New York – has made a name for itself as a problem-solving partner for its customers. (Courtesy: Cryomech) The Gifford-McMahon Cryocooler ...

If you have been every stuck in a rut, trying to solve a persistent problem, where every traditional brainstorming session leaves you with the same uninspired ideas. You might be interested in a new ...