Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

The days of routine query handling in the call center are coming to an end. The next step is to operate the call center as a problem solving unit using network judgment techniques. Some years ago when ...

Why the best leaders, and the best AI, start by reframing questions. I cut my teeth getting grounded in principles of design ...

In order to deliver the most relevant, personalized customer experiences in real-time, whether it’s email, social, or another channel, you need a CDP. Did you catch the 2018 marketing technology ...

In 2026, contact centre leaders are being pulled in two directions at once. Executives are demanding AI‑driven efficiencies, while customers expect more human, empathetic support than ever.

Problem solving is a full-time task in business. Whether you own the business, or have only a small role in daily operations, making decisions and solving problems is a key part of your job. The most ...

Cool stuff: For nearly 60 years, Cryomech – based in Syracuse, New York – has made a name for itself as a problem-solving partner for its customers. (Courtesy: Cryomech) The Gifford-McMahon Cryocooler ...

How would you describe your company’s problem-solving culture? I have asked any number of managers that question; as often as not, it’s received with a blank stare. Most managers haven’t thought about ...

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