Chatbots aren’t cool, and their usefulness is debatable. Here’s how we can do better with AI than a chatbot. The Fast Company Executive Board is a private, fee-based network of influential leaders, ...

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 ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...

Two multi-ethnic workers working in a plastics factory, standing on the factory floor, looking at the control panel of one of the machines. The African-American man is pointing to the panel. His ...

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 ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...