Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent. Customers often prefer to find solutions to their problems themselves ...

In the last few years, the Middle East has seen an abundance of digital transformation across industries, accompanied by a change in customer behaviour; and this transformation has accelerated rapidly ...

In order to cope with the avalanche of digital information and ‘activities’, customers — similar to organisations — will increasingly turn to self-service automation moving forward, according to ...

Making it as quick and easy as possible for customers to find answers and resolve issues should be top of mind for today's support leaders. From purchasing a product to resolving support issues, today ...

Customer self-service is becoming the preferable support channel for a hands-on agent support call. More than 81% of customers will try self-service first via websites, search engines, mobile ...

Technologies that support digital-first service will overtake traditional channels like phone and email as the most valuable technologies for customer service and support leaders in the next two years ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Delivering the kind of automated service customers want requires a digital strategy that ...

B2C marketing, customer experience, and digital business predictions, the rapid adoption of generative AI is exposing fragmented vendor ecosystems and increasing consumer skepticism. In 2026, a third ...

Oklahoma City upgrades its utilities customer portal and mobile app Oct. 28 with enhanced security, MFA and modern ...