As the co-founder of Puzzle Partner, Ivana is an advocate for innovation with marketing expertise in technology, travel and startups. Self-service has become a core part of our daily interactions, but ...

Annette Johnson thinks the travel industry is taking self-service too far. She has watched airlines drop their phone support and add fees for airport check-ins that use a human agent. Some air ...

What matters most to modern customers? Convenience and efficiency. Instead of waiting to get answers or working through cumbersome phone systems, customers want self-service options to quickly find ...