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 ...

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 ...

The modern CX space is full of challenges and opportunities. Leveraging CX tech is critical to meet evolving expectations and create a customer-centric culture Many customers dread needing to contact ...

SAN FRANCISCO--(BUSINESS WIRE)--Forethought, the leading generative AI for customer support, has been recognized in Gartner's 2023 Cool Vendor in Customer Service and Support Technology report. This ...

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 ...

Data from the State Administration for Market Regulation showed that in 2024, consumers filed 6,969 complaints related to intelligent customer service in the e-commerce after-sales sector, an increase ...

While continuous digital transformation has compelled businesses to upgrade and digitize systems across all departments, customer service remains behind. Customer service is not only overdue for a ...

MELVILLE, N.Y.--(BUSINESS WIRE)--Two years into the global pandemic, organizations are racing to resolve the Engagement Capacity Gap ™, leaning into customer service technology to support ...

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 ...

Many call center agents grow up in the U.S. and speak perfect English but are regularly subjected to verbal abuse from bigoted Americans because of their accents, Serebryakov says. Despite Garcia ...

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...