Digital channels give organizations an opportunity to personalize the journey of their customers using the insights gained from this mutual data exchange. Customer service and support (CSS) leaders ...

Lee Davis is a tech analyst who has been covering the document imaging industry for over five years. Currently, Lee is the Associate Director of Software and Scanners at Keypoint Intelligence, where ...

As customer expectations continue to rise and the traditional reactive models of customer service are increasingly proving to be inadequate, the quest for excellence in customer support today has led ...

Want smarter insights in your inbox? Sign up for our weekly newsletters to get only what matters to enterprise AI, data, and security leaders. Subscribe Now AI-powered customer service analytics ...

Conversocial, a provider of social media tools, has launched the Conversocial Analytics Platform (CAP) designed to provide a range of new analytics focused on customer service performance.

I was recently in the market for new makeup and spent some time playing around with Sephora’s Visual Artist app that allows me to experiment with different looks and products through augmented reality ...

Vast amounts of data are being generated by customers across multiple channels, and companies are eager to capitalise on this information to deliver a more personalised experience. Analyst firm ...

HOBOKEN, N. J.--(BUSINESS WIRE)--NICE (NASDAQ: NICE) today announced that it has entered a definitive agreement to acquire Mattersight (NASDAQ: MATR). Mattersight is a leading provider of cloud-based ...

Dish is fortifying its ad business with analytics and boosting customer service with new capabilities that track technicians’ whereabouts on a Google Map. Facing mounting subscriber losses, Dish ...

With an increasing number of enterprise systems, growing teams, a rising proliferation of the web and multiple digital initiatives, companies of all sizes are creating loads of data every day. This ...