Ryan has been a magazine and newspaper editor for 21 years, with the last 15 covering a variety of bases for CDW’s family of tech magazines. As Editor in Chief, he works on developing editorial ...

We live in an era defined by personalization and instant gratification. This has made customer service more important than ever. Each interaction with a customer, both before and after the point of ...

Nearly a generation ago, when social media was in its infancy, Facebook, Instagram, Pinterest, and Twitter (now X) were expected to completely take over the way that businesses communicated with their ...

In the digital era, customer interactions with brands span across various touchpoints: Websites, social media, email, in-store visits and mobile apps. As the leader of a digital marketing company, ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

Repetition hurts experience. When customer information doesn’t carry across channels, people end up repeating themselves, which wastes time and increases frustration. Personalization saves time.

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Timely replies and human-centered support on social media aren't optional anymore – they're expected. Here’s what brands need to know to get it right. Every tweet, direct message, and comment holds ...

Picture this: You're a customer living in a world where brands promise you the moon but deliver a handful of space dust. Here's the uncomfortable truth nobody wants to acknowledge at the next board ...

Customer service and support leaders cited customer data and analytics as their top priorities for achieving organizational goals in 2023, according to a survey from Gartner. In the survey, 84 percent ...