AI and rapidly changing customer expectations are driving the evolution of the customer service function,” Gartner’s Brad Fager said.

Companies have tried for decades to get customer service right. For years, brands naively believed that moving customer service functions to apps and chatbots—by which routine issues ranging ...

Eighty-five percent of customer service leaders will explore or pilot customer-facing conversational generative artificial intelligence solutions this year, according to a survey by Gartner. The ...

It is reported to have annual returns of more than 26%, triple the stock market average over the past decade. Lastly, look at how the company is modernizing its customer service function.

How customer service chatbots and virtual assistant bots are providing key customer support functions By Mai-Hanh Nguyen Jan 28, 2020, 9:20 AM PT ...

Shipping line APL India had a solid customer-service function when then-Director of IT and Customer Service Chandra Shekhar Jajware took over that department in 2007. But it had to be improved so ...

While outsourcing key customer-facing functions carries a high level of risk, successful outsourcing of other non-core operations can reap cost savings of 25 percent to 30 percent, Gartner said.

Adam Devine is the CMO of WorkFusion, architects of AI-powered products that automate customer service functions as well as other business processes. According to Devine, “Adding natural ...

This article is more than 5 years old. By Gregg Schwartz People often assume that customer service performs a “support” function in a business, not a “sales” function.