When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

In the 7-minute documentary “The Future is Calling,” experts explain how the customer experience is transforming.

By Malte Kosub, CEO & Co-founder of Parloa Enterprises in the United States (U.S.) are on the cusp of a new reality: customer ...

In today's Asking Eric column, R. Eric Thomas shares a reader's advice about how to best deal with customer service ...

In the past few years, the pace of AI development has accelerated dramatically, and organizations are racing to adopt these ...

Westfalia Fruit presented a new Customer Development team, as the company aims to strengthen marketing, category management, ...

AI plays a critical role in CX, shifting from experimental to foundational. Here are the trends significantly impacting ...

Technologies that support digital-first service will overtake traditional channels like phone and email as the most valuable technologies for customer service and support leaders in the next two years ...

Whether someone is traveling for business or pleasure, the level of customer service she receives on her trip will help determine whether she comes back for another visit or warns her friends to avoid ...

If a customer can get help instantly, feel understood and never repeat themselves, then all the technology underneath has ...

Campaigns fade. Relationships scale. That’s the real superpower. The smartest way to grow your customer base is through relationships. They are businesses’ most underestimated superpower — creating ...