Alec Lucas: Customer service complaints have always been sort of a feature of Vanguard’s history. If you go back to the days when Bogle led the firm—this is a point that I made at that ...

AI is revolutionizing customer service, providing organizations with new ways to improve processes, efficiency, and the CX. Companies are using AI-powered tools to reduce wait times, improve response ...

Vanguard, which built its reputation as a low-cost and investor-friendly brokerage firm, has seen criticism about its customer service in recent years. The CEO pointed to scenario planning and digital ...

When used for customer service, IPA enhances the customer experience with quick response times, round-the-clock availability, and virtually no human errors. Intelligent process automation (IPA) blends ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

A bipartisan trio of senators hope to advance new legislation aimed at improving and “streamlining” federal agencies’ customer service across platforms, in part by adopting practices already employed ...

The U.S. Department of Veterans Affairs (VA), one of the largest cabinet-level departments, created the federal government’s first customer experience office in 2015 to better serve the 9 million ...

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. Customers often encounter ...

WASHINGTON, DC - SEPTEMBER 21: Sen. Rob Portman (R-OH) speaks to Sen. Gary Peters (D-MI) at a hearing to discuss security threats 20 years after the 9/11 terrorist attacks at the U.S. Capitol on ...

Ryan has been a magazine and newspaper editor for 21 years, with the last 15 covering a variety of bases for CDW’s family of tech magazines. As Editor in Chief, he works on developing editorial ...

Businesses worldwide are grappling with record levels of customer dissatisfaction, as highlighted by the National Customer Rage Survey, which estimates that companies in the U.S. are risking $887 ...