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 ...

Nov. 26—Thousands of everyday New Yorkers interact with some aspect of the state government nearly every day, from the Department of Motor Vehicles to the Department of Taxation and Finance and many ...

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 ...

Technology does not deliver outcomes. People do. While 70% of agencies are advanced in implementation of tools, only 35% are significantly upskilling their workforce to work aside these AI ...

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 ...