I am writing to draw attention to a customer service breakdown at Jamaica Public Service (JPS) that should alarm every consumer — especially those who lack the time, confidence, or capacity to ...

Jen Spencer is CEO of SmartBug Media—a full-service digital agency helping businesses get the most out of their full customer life cycle. Few companies would admit to not focusing on their customers.

The rapid pace of artificial intelligence development, combined with the rise of AI-powered chatbots, has led to a common assumption that AI customer experience must be successful for businesses that ...