Every extra click, repeated detail or delay in routing isn’t just friction—it’s a signal that a business hasn’t designed its ...

While customer service is largely centered around human interaction, it’s largely been powered by non-human automation lately. While automation has allowed companies to address staffing challenges and ...

B2C marketing, customer experience, and digital business predictions, the rapid adoption of generative AI is exposing fragmented vendor ecosystems and increasing consumer skepticism. In 2026, a third ...

Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...

Microsoft is rounding out its Dynamics CRM (customer relationship management) product by acquiring Parature, maker of cloud-based software companies can use to create self-service portals for ...

WALTHAM, Mass.--(BUSINESS WIRE)--Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company TM today announced the industry’s first workflow-powered, agentic approach to customer ...

Successfully injecting generative artificial intelligence (AI) into customer service requires a systematic approach. Improving the customer experience using generative AI solutions is about ...

Artificial intelligence-powered communication automation provider IntelePeer Cloud Communications LLC announced Thursday it has raised $140 million in new equity and debt financing to support the ...

When it comes to their purchasing decisions, B2B buyers, like other consumers, want to learn about products on their own, and their first step is rarely contacting sales reps. In fact, recent research ...

More and more lately, businesses have become very disrespectful to patrons of their stores, in the establishment of the practice of the self-checkout option offered to customers. In my mind, Self ...