When artificial intelligence (AI) first entered the customer service landscape, organizations viewed the technology primarily as a way to reduce head count, automate routine inquiries, and minimize ...

Last year I wrote an article questioning whether we should be using the term "customer technology" instead of "marketing technology." Frans Riemersma of Martech Tribe and the co-creator of the current ...

Sandeep Kakani, an engineer by training and an innovator by nature, has carved a distinctive path in the medical device industry through his leadership at Align Technology. As the head of customer ...

Elevance Health brings together the concepts of elevating whole health and advancing health beyond healthcare. It’s a health company dedicated to making real progress toward improving the health of ...

A bot doesn’t need to be one-size-fits all. Learn how to use bots with different training and personalities to provide more effective customer service. Customer service is only getting more time ...

Customer service leaders who are effective at vendor and product evaluation saw only a 50 percent increase in the likelihood that they'd achieve their technology goals, according to a survey by ...

Gen Z demands instant, effective customer service — no holds, no useless bots. Multimodal AI-powered support enables seamless, channel-hopping conversations without friction. Future-ready businesses ...

The business world often believes that the numbers speak for themselves. Well, in the age of technological marvels, it’s not just the numbers that are speaking; it’s your customers as well. With ...

While a new year means new opportunities for retailers, the importance of a successful customer loyalty program remains as important as ever. Companies need to build a trusted, positive emotional ...

Exceptional customer service goes beyond simply meeting expectations; it involves building meaningful connections with customers, anticipating their needs and delivering personalized experiences that ...