Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. We live in a world of big data, where endless amounts of information can be stored in the ...

Customers expect instant, personalized help on any channel—whether that’s phone, chat, social media, or SMS. Recent reports revealed that just a single bad service experience is enough to make ...

The exact type of information in a customer service management system varies somewhat depending on the type of services the business offers. These systems should provide a complete record of ...

What's the secret to a winning business model and long-term competitive advantage? It's not just about technology, products and services. Your customer experience may just be the ultimate competitive ...

Who Do You Want As Your Customer? Recently I was working with a client and we were discussing different types of customers – specifically loyal customers – that any business might encounter. I thought ...

Providing customers with the option to self-service can be a winning strategy for both companies and customers alike. In the case of the company, self-service is typically the least expensive ...