At a time when seven out of 10 online shoppers complain of unsatisfactory experiences, which vendors stand out as offering possible solutions? The authors of the latest Forrester Wave Customer Service ...

An AI customer service solution for small business is software that automates routine support, completes tasks end to end, and escalates remaining work to agents across chat, email, and messaging.

The Internet has fundamentally transformed the way businesses interact with clients and potential customers, allowing companies to process huge amounts of information in shorter periods of time and ...

Here we dig deeper into Facebook's acquisition of Kustomer and what it means for omnichannel customer service solutions. Facebook’s reported $1 billion acquisition of digital customer service ...

As the largest segment of the CRM market, customer service and support (CSS) continues to grow. ServiceNow has been named a Leader for the first time, in The Forrester Wave™: Customer Service ...

AI is revolutionizing customer service, providing organizations with new ways to improve processes, efficiency, and the CX. Companies are using AI-powered tools to reduce wait times, improve response ...

There has been a significant increase in CX automation adoption among manufacturers, especially in customer service delivery, rebate management, IVR deflection and predictive analysis. As a disclosure ...

By adopting Zoom CX solutions capable of combining voice, chat and video in a single platform Cricut was able to dramatically ...

In the age of digital connectedness, consumers have come to expect efficient and personalized interactions with brands. Most customers are more than happy to take their business to brands that deliver ...

In 2010, The Guardian Retirement Solutions was looking for a way to get better and be recognized for delivering outstanding customer service from their customer care organization. After looking at ...

In recent years, we've heard quite a bit about digital transformation, a term that means different things to different people. It's often used to describe the transformation from brick-and-mortar to ...

Members of the editorial and news staff of the Los Angeles magazine and the Engine Vision Media Network were not involved in the creation of this content. In a city as fast-paced and diverse as Los ...