Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Do you remember how many times you went into a bank for ...

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 ...

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 ...

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 ...

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 ...

Customer service is at the core of customer experience, and has arguably seen more change and elevated importance over the past years than any other business function, this according to the 2022 State ...

Oklahoma City upgrades its utilities customer portal and mobile app Oct. 28 with enhanced security, MFA and modern ...