To continue reading this content, please enable JavaScript in your browser settings and refresh this page. In an uncertain economy, banking customers want clear ...

Providing a personalized customer experience at scale is hard. In an era where customers can buy your services instantaneously and goods globally, personalization is increasingly difficult. There is ...

Today's retail brands are continuously searching for tools and solutions that will enable them to excel ahead of others. One key factor that has quickly become a key determiner in helping retailers ...

Effective customer service requires a balance of automation and personalization. Automation tools like chatbots are cost-effective and can provide 24/7 support, but too much reliance on them can ...

Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

Over the past few months, I have enjoyed working with one of the world’s largest financial services companies to help create its multi-year customer service automation/AI road map. We have examined ...

When serving small businesses, connectivity providers need to provide a single point-of-service customer care representative who understands the company owner’s business and can be the point person ...

We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors ...

Is personalized service a more effective tool than personalized marketing? Research from Gladly, a customer service technology platform, indicates that it is. In the company’s most recent Consumer ...

If Covid-19 leaves one lasting legacy for the business world, it’s that online shopping reigns supreme. Juniper Research reported $4.9 trillion in global e-commerce for 2021, with that figure expected ...

Xcel Energy Inc. XEL is poised to deploy personalized energy services using AI-enabled Oracle Opower, a customer engagement platform designed to support energy programs, enhance the customer ...