looking up account values, changing addresses or completing questionnaires, the more time advisors can spend with them discussing the emotions related to the data, says Mark Schoenbeck, a CFP and the ...

A gulf is opening between customer service leaders and laggards, and the pandemic is widening that gap. Customers and vendors alike want a speedy resolution to any support issues. Increasingly, ...

Delivering the kind of automated service customers want requires a digital strategy that encompasses technological and people-oriented changes. Most organizations recognize the importance of giving ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...

Citigroup has automated the process its corporate clients go through when something goes awry with a global payment. The New York company announced last week that it had added a self-service layer to ...

SunGard announced more enhancements to its WealthStation platform, including a cash flow-based approach to retirement planning, new online self-service client tools, and new financial planning ...

Automated self-checkout is appearing in more and more retail stores, with Walmart this year installing 10,000 self-service kiosks in hundreds of stores. But self-checkout is a technology direction ...