Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. This article is more than 4 years old. Four years ago I spoke ...

When was the last time you used video or screen-sharing? Perhaps just today at a work meeting or over the last weekend when calling a distant relative or a child away at college? Or -- let’s be ...

We’ve all had bad customer service experiences – probably too many to count. Despite all the great technology out there today, many organizations either fail to invest in and deploy tools and ...