When the coronavirus pandemic hit in March, little did New Zealand-based Kiwibank realise that it would accelerate the bank's plans to overhaul its customer service management (CSM). The company ...

Store associates are now freed up to help customers following the implementation of electronic queuing at two JCPenney stores in the U.S. Lawrence Metal Electronic Call Forward (ECF) queuing system ...

Xiaomi is celebrating its completion of 9th anniversary in India. It is currently conducting sale on various products till July 10. The company has also announced a new escalation system to handle ...

Throughout the 2010s, brick-and-mortar retailers worked hard to keep up with the evolving consumer landscape. Then COVID-19 arrived and accelerated the rate of change, challenging stores even more to ...