This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Salesforce Inc. said today it’s adding yet another artificial intelligence capability to its arsenal with the launch of a new application called Service Intelligence within its Service Cloud, its ...

Quiq reports 12 best practices for call centers to enhance customer service, emphasizing empathy, efficiency, agent training, ...

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

For "CXO AI Playbook," Business Insider takes a look at mini case studies about AI adoption across industries, company sizes, and technology DNA. We've asked each of the featured companies to tell us ...

Modern CX depends less on where data lives and more on how signals, AI, and governance come together at decision time. For much of the past decade, customer data platforms (CDPs) were positioned as ...

The survey, released Tuesday and conducted by the market research firm Dynata this summer, asked 1,000 American adults how they feel about AI-driven customer service. Just over half of them, 54 ...

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 ...

Growth is a crucial component of any business, and sustainable growth is impossible without customer service. More customers inevitably means higher support volume. And without the resources to ...

Last week, I did something I hadn't done in almost a year: I walked into my local bank branch. Like many people, I handle everything through mobile banking these days—deposits, transfers, you name it.

How leading companies like Ulta Beauty and Liberty London are harnessing AI to enhance customer experience, from personalization to efficiency. Customer experience (CX) teams are implementing ...