Customer service departments were originally designed to serve traditionalists and baby boomers. But the service-with-a-smile via a toll-free number that satisfied these customers just won’t cut it for millennials and Generation Z. Dexter Van Dango explores this digital disruption and offers practical steps toward anticipating the needs of every customer.... read more

September/October 2018

With 72% of U.S. companies using some form of financing when acquiring equipment, honing end-of-term practices is important for both customers and the industry as a whole. GE Capital Equipment Finance’s Jim Kelly provides insight into how companies can streamline end-of-term processes by identifying areas of self-improvement.... read more

Jan/Feb 2015