STAMFORD, Conn.--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in ...

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.

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...