When you look up the definition of a "cost center," it probably refers to an essential but non-profitable part of a business. In many cases, the customer service (CS) function is explicitly viewed as ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

STAMFORD, Conn. June 25, 2025 -- Automation, AI assistants, and the quest for customer value in service will transform customer service and support by 2028, according to Gartner, Inc. “AI and rapidly ...

When investors look at what drives future revenue and profitability, there are several common factors to consider including past financial performance, market potential, leadership qualifications, and ...

Duncan is an award-winning technology industry analyst, specialising in cloud computing, blockchain, martech and edge computing. Although most consumers say customer service is pivotal in shaping ...

Automation, artificial intelligence assistants, and the quest for customer value in service will transform customer service and support by 2028, according to Gartner. "AI and rapidly changing customer ...