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Going live on social media and enhancing customer experience are two practical strategies that will not only increase revenue ...

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After receiving backlash from internal and external sources, HP canceled its 15-minute hold policy, which was designed to ...

Managing crisis with technology. Amy Sessions shares how Clearwater’s utility customer service team leverages new tech to ...

While AI’s contributions to this success are undeniable, it’s not a standalone solution. The future of retail customer ...

It’s not always easy being a public employee. I made this intentional career choice many years ago. My Wisconsin-Stout educated Mom was a Home Economics public school teacher. I learned ...

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What is the best way for companies to integrate artificial-intelligence agents into the customer experience? How much leeway do you give them to answer customers’ questions? What are some of the ...

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