Last year I wrote an article questioning whether we should be using the term "customer technology" instead of "marketing technology." Frans Riemersma of Martech Tribe and the co-creator of the current ...

AI customer service can be a game-changer, but balancing automation with human touch is critical to avoid disconnection and maintain loyalty. Artificial intelligence (AI) has become a game-changer for ...

Forbes contributors publish independent expert analyses and insights. I am an entrepreneur using AI to make public info easy to understand. For companies that are looking for a practical AI ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. In a blog post published yesterday called “The Intelligence Age” ...

The new alliances bring the TSDs and the thousands of agents, technology consultants and VARs they work with into Front’s channel ecosystem. Customer service platform developer Front is expanding its ...

Integrating data and AI solutions throughout the customer experience journey can enable enterprises to become predictive and proactive, says vice president of product marketing at NICE, Andy Traba. In ...

Gen Z demands instant, effective customer service — no holds, no useless bots. Multimodal AI-powered support enables seamless, channel-hopping conversations without friction. Future-ready businesses ...

Clarity is emerging. The best recipe for success is the right blend of AI & human agents for each business. But a lot of ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

You're currently following this author! Want to unfollow? Unsubscribe via the link in your email. I've been fighting with my health insurance company a lot lately. The mundane billing disputes are ...

AI now offers firms a chance to build something valuable—but only if they have the courage to put results on the line.