While many organizations recognize the need to improve processes, the challenge often lies in knowing where exactly to begin. Whether it's waiting on hold during a customer service interaction, ...

When used for customer service, IPA enhances the customer experience with quick response times, round-the-clock availability, and virtually no human errors. Intelligent process automation (IPA) blends ...

In an era of data, e-commerce and digital payments, B2C and B2B2C transactions have witnessed a transformative surge in customer experiences. Whether booking a cab, ordering a pizza or making a ...

Stanley Huang is cofounder and CTO at Moxo. Previously, he was a Principal Architect at Cisco and a Senior Manager at WebEx. According to a report conducted by Zendesk, 61% of customers will leave ...

Most books on customer service nowadays will state that it is neither a department in a business nor a cure-all technological solution that will make customers love the products and services they ...

Companies can never get stagnant on improving their customer experience. Yet too often, good customer service may focus solely on having more positive face-to-face interactions instead of addressing ...

Artificial intelligence has gone mainstream. The term is now regularly appended to all manner of tools and technologies, even when it’s unclear exactly what role AI plays in delivering desired ...

Adi Klevit, an Entrepreneurs’ Organization (EO) member in Portland, Oregon, is the co-founder of Business Success Consulting Group, which helps leaders create and document custom processes and ...