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 ...

After recently suffering a startling loss, Verizon (VZ) is quietly planning to pull a lever that customers have historically despised. Currently, Verizon is battling a fleeing customer problem that ...

While automated ordering and artificial intelligence-based customer service solves problems when it works, not having a human ...

It’s easy to assume that customers have failed to do the obvious and that’s why they are having computer trouble. But this I.T. worker had to work a bit harder to solve this problem. The oddest ticket ...

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 ...

Building customer loyalty is hard enough in any business, but in cannabis, it can feel almost impossible. Despite rapid industry growth, cannabis brands struggle to cultivate long-term consumer ...

McDonald's is one of the most popular restaurants in the world, but the company has been witnessing a troubling shift in customer behavior lately as the economy strains many of its customers, forcing ...

As a founder and CEO of multiple companies, I’ve learned firsthand that the most effective leaders are those who prioritize the customer experience. Far from being a mere formality, customer support ...

Many enterprises that offer flexible genAI-powered customer service chat functions are seeing other businesses using them as a free tool to save on tokens. It’s a nasty problem, but the cure is likely ...

Lately, the conversation among finance leaders has taken on a different tone. On paper, the numbers look healthy. Revenue is strong in many sectors, and sales teams are closing deals. But CFOs are ...

There’s a type of customer that should terrify you more than the one actively complaining to your call center. It’s the one who says nothing and then flat-out leaves or goes away drip by drip. They ...

If your journey maps aren’t driving action, they’re just decoration. Here’s how to change that. Journey maps have a reputation problem. In too many organizations, they become polished artifacts that ...