With the agency’s new AI Lead Nurturing System, businesses can now use AI-powered lead nurturing to support their lead ...

Customer journey analytics software aims to help businesseses understand, optimize and personalize every step of the customer experience. By aggregating and analyzing data from touchpoints across both ...

HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced the release of its 2022 Digital-First Customer Experience Report, which highlighted significant gaps between company and consumer ...

The pandemic has amplified the importance of a robust digital customer service experience. Yet most solutions on the market provide a simple live chat function, which really does not adequately ...

FSM software is increasingly enabling businesses to drive efficiencies and reduce operational costs. A wide range of ...

In the last few years contact centres have profoundly transformed, steadily yielding to the broader concept of 'customer experience'. Contact centres are converting from only having live agents to ...

Like just about every other aspect of business, the COVID-19 pandemic drove customer service to digital channels as well. But now, as businesses reopen and workers return to offices, experts expect ...

The customer experience trumps everything else, Tony Bates, Genesys' CEO, said Wednesday in his opening keynote at the Genesys Xperience 21 virtual conference. And when it comes to CX, digital is here ...

Last month, I argued that the length of time customers spend interacting with their utility company is not -- on its own -- a sufficient measure of “customer engagement.” Customers care more about ...

If you haven't yet heard about digital twins, you will. The concept of creating a digital replica of a physical object may sound far-fetched, but it's no longer science fiction. In fact, 30% of Global ...

Leeron is a New York-based writer who specializes in covering technology for small and mid-sized businesses. Her work has been featured in publications including Bankrate, Quartz, the Village Voice, ...

Ikea is known for its well decked out stores that offer plenty of ideas on furnishing one’s home, but the Swedish retailer is increasingly focused on delivering an omnichannel experience shaped by ...