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Customers would rather give feedback directly than have firms gather data on them from other sources, Gongos reports. Read the whole story
A study in the "Journal of Applied Psychology" finds that email is "inauthentic," and not useful for expressing emotions. Read the whole story
Firms say cybersecurity, cloud computing, and automation technologies have helped them survive the crisis, GlobalData reports. Read the whole story
In the past, customer service has largely been a collection of silo-ed communications channels. There is a way to consolidate those channels. Read the whole story