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 ...

Psychology suggests that people who dislike talking to customer service are not necessarily impatient, rude, or antisocial.

The study examined more than 100 interactions and found that when airline staff were effusive in their apologies it actually diminished their ability to be efficient problem solvers. Mark ...

I often leave these calls feeling frustrated and more confused than before. Using AI chatbots doesn’t seem to work either.

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 ...

CEO Christopher Nassetta said solving a problem for a guest makes them more loyal to a brand than perfect service.

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 ...

Despite investing heavily in customer service technologies, companies are still having trouble using data and analytics to improve customer satisfaction. In recent years, companies have invested ...

A couple of months back, the DSL at my house fizzled over a weekend, with service sporadic to none. On a Sunday, I called Verizon tech support, and the customer service technician walked me through ...