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 ...

Sending customers videos that bolster suggested repairs and maintenance revealed by multi- point inspections is a proven way to amp up service and parts revenue. But persuading technicians to ...

SAP Customer Experience Vice President Volker Hildebrand discusses emerging trends affecting customer engagement and the growing impact of machine learning in this clip from CRM Evolution 2018. Learn ...

With over 100 million hours of video watched on Facebook daily, video is clearly the preferred medium for content today. It’s engaging and entertaining, and it requires minimal effort from the viewer.

In three months, Rent-A-Center aims to increase its Net Promoter Score (NPS) and overall retention by transitioning multiple pages of agreement terms into 2.5-minute, ultra-personalized videos for ...

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 ...