As the dust settled on what most have deemed the “new normal” of working from home, many industries — including customer service — rapidly shifted operations to be remote work-friendly. At the same ...

Starbucks launched one of its most significant operational initiatives in years: Green Apron Service, a model designed to ...

AI technologies are in a period of transition, one that might stretch on for years as technology evolves and the more cautious industries gradually get on board. While this phased integration may be ...

Real-time customer signals are everywhere. Every click, product interaction, service inquiry and loyalty event generates data that promises insight into intent and behavior. Yet, for many businesses, ...

Ditch traditional strategies and focus on game-changing practices like reverse-engineering customer experience, hyper-personalization, analyzing interactions to gauge emotional engagement and more.

In recent years, a profound shift has occurred in the way consumers access products and services. Impulse buys are being outpaced by convenience, curation and community. One business model that has ...

Opinions expressed by Digital Journal contributors are their own. With acceleration in digital transformation, customer expectations have evolved significantly in the insurance sector. In this era ...