Why retention, not acquisition, builds real profit. By Samuele Barrili If you are the owner of a waste management company, ...

System Initiative proposes a radical overhaul of infrastructure automation to address infrastructure-as-code chaos and ...

The best customer service reps are empathetic, adaptable, and clear communicators—qualities every leader needs in uncertain ...

From clearing up garbled speech on 9-1-1 calls to providing victims with automated investigation updates, artificial ...

Service as a software flips the traditional SaaS model. Instead of simply providing tools for people to use, it delivers ...

The product-aligned operating model has gained traction over the past few years as organizations seek more agile and customer ...

Historically, customer service operated like a hospital emergency room - efficient at treating problems once they arrived but fundamentally reactive in nature. Customers would call in to report issues ...

The customer service model will always privilege customer comfort. If we treat education like a business, what are our bottom lines? What are we willing to give up to reach those bottom lines?

ServiceNow, Inc. (NYSE:NOW) ranks among the best cloud stocks to buy according to Wall Street analysts. On July 2, Morgan ...

Thriving in the AI era requires intentional changes to workforce strategies, team skills and vendor relationships.

Over the past 25 to 30 years, agile innovation methods have greatly increased success rates in software development, improved quality and speed to market, and boosted the motivation and ...