Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

QKS Group designates CSG as the Most Valuable Pioneer (MVP) for its AI-driven closed-loop journey management and leadership in embedding intelligence across the customer journey management system.Pune ...

Successful personalization at scale requires intentional planning around customer data management. Investing in customer data is a top priority for marketing leaders. Research found that marketers who ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. I recently led several executive panels at the Customer ...

AI is raising service standards at the same time that economic pressure is forcing companies to do more with fewer resources, ...

STAMFORD, Conn.--(BUSINESS WIRE)--Major changes in business operations and consumer behavior since the start of the COVID-19 pandemic have increased demand for advanced customer experience (CX) ...

It’s not easy being a customer-service agent—particularly when those customers are so angry with a product that they want to yell at you down the phone. That’s the sort of rage that Sonos, a maker of ...

Contact center AI is increasingly integrated directly into call center software, making advanced capabilities available to agents without added complexity. AI bots now help answer routine questions, ...

As companies turn to AI agents to solve manpower constraints, over nine in 10 APAC consumers say they want clear explanations for AI-driven decisions ...

The new report, CX Champions: How CX Leaders Who Improve Their Game Are Driving Business Success, surveyed more than 1,000 CX managers and leaders in North America, Europe, Asia Pacific, and Latin ...

TROY, Mich.: 9 March 2023 — The increasing volume of battery electric vehicles (BEVs) being serviced at dealerships is contributing to a negative effect on overall customer service satisfaction, ...