Customer Service

Use evidence-based criteria to decide when to drop unprofitable customers in order to better serve your profitable ones.

Companies from Zoom to Slack lean on the product itself to find customers and convert them to paying.

For a post-pandemic future, leaders must rethink their assumptions about what customers really want.

Front-line employees are uniquely aware of the early symptoms of coming change. Management should heed their insights.

Linguistic considerations are important when planning customer communications.

Risk mitigation is an important new priority for business operations during the pandemic.

Must-reads for managers: sabotage your company, AI passes eighth grade, and those pesky customers.

A successful pitch for AI must overcome economic, technical, political, and cultural hurdles.

A webinar describing what companies need to effectively use AI and automation for operations.

Chatbots aren’t replacing human customer service agents — they’re making them more efficient.

Lessons from technology marketing industry leaders in the digital era.

Organizations must become more strategic about their tech investments to better serve customers.

Australian social service agencies are taking the lead in using bots to improve services.

Unlikely collaborators are teaming up to provide higher-quality, lower-cost services.