Balance is key. Automation saves time and cuts costs, but human interaction is essential for complex moments like onboarding or troubleshooting. Personal touch matters. High-value customers benefit ...

In today’s fast-paced business landscape, customer service is no longer a support function. Advancements in technology have transformed the contact center into a core value driver for the business.

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Gadi Shamia After the ...

Here are three ways in which automation can help organizations use technology to help cut costs while still improving customer satisfaction. The cost of customer service is rapidly increasing, with ...

In today’s business world, the importance of delivering exceptional customer service cannot be overstated. This is where automation comes into play, offering businesses a powerful tool to enhance ...

We're all living in a world of rapid change. The way we work has been fundamentally altered by the COVID-19 pandemic, and many businesses have had to adapt to hybrid and remote work models. In my ...

Connected to the company’s acquisition of Thankful, Gladly Sidekick helps brands save money, deliver personalized customer service at scale, and build lifelong customer loyalty Gladly Sidekick is a ...

Automation, like any other technology, can either augment human capabilities and foster stronger business relationships or degrade them. Take email, for example. After decades of use, most recognize ...

The customer experience is one of the most important focus areas for businesses. According to PwC, among all customers, 73% point to experience as an important factor in their purchasing decisions, ...