Many brands miss their business goals, not because they have a poor product or their marketing strategy is weak. They miss their goals because they don’t prioritize customer service. And the main ...

Silverback AI Chatbot has announced the release of its “AI Assistant” feature, designed to revolutionize how businesses interact with customers through intelligent, automated conversations. This ...

Modern CX depends less on where data lives and more on how signals, AI, and governance come together at decision time.

BT is to roll out an upgraded system for its online customer service after signing a multimillion dollar contract with CRM software company, RightNow. The five year deal will see RightNow provide BT ...

The mission of customer service should be self-explanatory: to better serve a company's customers. And yet so many large enterprises fall short of this goal. They don’t have robust systems in place to ...

CDI goes beyond collecting data, focusing on accuracy, governance and real-time access that modern CX depends on.

Many of us dread making a customer service phone call. In response, companies have turned to interactive voice response systems — IVRs — to handle customer inquiries, save money, and simplify things.