Customer support is rarely the first thing that comes to mind when you think of Dow Jones, parent company to the Wall Street Journal, Barron’s, and Marketwatch. Yet it’s an important part of the news and publishing firm’s success. Thom San Filippo, vice president of customer service and experience design at Dow Jones, explains what it takes to deliver frictionless support to a global, tech-savvy audience and why the company is doubling down on contact center training and development in a digital-first era.