Editor’s note: Joe Procopio is the Chief Product Officer at Get Spiffy and the founder of teachingstartup.com. Joe has a long entrepreneurial history in the Triangle that includes Automated Insights, ...

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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 ...

Everybody has one: a customer service experience so horrendous they’ve sworn an oath they will never go back to that company. We all have a service we won’t use, an airline we won’t fly or a brand we ...

As part of a special series in Railway Age’s March 2022 issue, 11 North American railroad CEOs address what must be done to grow and gain market share from competing freight transportation modes. Here ...

During the recent government shutdown, U.S. banks and credit unions waived late fees, suspended loan payments and made small loans to help customers get by. The response was customer-centric: Banks ...

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 ...

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 ...