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"Customer Service" Posts

Customer Service Technologies Are Variably Effective: Know Your Options

The COVID-19 pandemic underscored the importance and the shortcomings of customer service technologies and showed how automation can help.

Digital Transformation for Customer Service: 4 Tips to Follow

Moving customer service operations to digital can improve customer experience and boost key success metrics. Forrester’s Kate Leggett explains.

Accenture Acquires Adobe Partner Kaplan

Accenture acquires Kaplan, an Adobe partner with customer relationship management expertise.