In today’s evolving digital landscape, technologists must balance delivering business capabilities while maintaining existing platforms and systems, all while keeping an eye on emerging tools that ...

Forbes contributors publish independent expert analyses and insights. Kathleen Walch covers AI, ML, and big data best practices. Sep 29, 2024, 11:42am EDT Many companies are turning to AI to help with ...

Integrating data and AI solutions throughout the customer experience journey can enable enterprises to become predictive and proactive, says vice president of product marketing at NICE, Andy Traba. In ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Timely replies and human-centered support on social media aren't optional anymore – they're expected. Here’s what brands need to know to get it right. Every tweet, direct message, and comment holds ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...