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For operations and technical leaders, crafting a support organization is as much an art as it is a science. Customer service, technical support, customer success, help desk—there are so many terms out ...

I love my 78-year-old mother and do whatever I can to help. But when she has computer trouble, she spins into a frustrated tech spiral, starts lashing out, and I want nothing to do with her. The ...

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...