Enterprises can no longer let customer service be an afterthought. Better use of data and AI can improve after-sales ...

Cisco Germany management board member Detlev Kühne discusses how the technology giant tackled its AI transformation — and his ...

It is important to distinguish between the user journey or the customer steps in a digital application, and the customer’s actions, thoughts and feelings throughout their journey, which is ...

Automation in HubSpot is supported by HubSpot workflows. They enable a business to develop automated marketing, sales, and ...

Agents can now use Mavis to search for a customer and find important information, such as their cover entitlements, which can ...

Investment firm Ames Watson spoke with Retail Dive about its approach to reinvigorating the brand after buying it out of bankruptcy.

A snapshot of the CX market: aligning customer expectations with company strategies. Global and local CX leaders, strategy, ...

Modernizing services is more than just putting forms online. It’s about designing systems that connect across platforms.

I would rather talk to a person than an automated customer service call. I strongly dislike the menu option recording that says, “press 1 if …, press 2 if …, press 3 if … “ Almost 4 out of 5 customers ...

Artificial intelligence (AI) is disrupting the status quo in telecommunications. As major global innovators push the ...

A new study has decoded banks' television commercials, analyzing what the messaging reveals about the bank behind the ...

The result is that holistic and comprehensive role redesign is essential if employees are to be successfully reskilled for AI ...