As customers demand ever faster, smoother service, traditional IT systems cannot keep pace. Autonomous CRMs offer a way ...

Not all forms of customer loyalty are created equal. Long-standing Gartner research indicates a clear difference between decreasing the probability of customer defection on the one hand, versus ...

Balance is key. Automation saves time and cuts costs, but human interaction is essential for complex moments like onboarding or troubleshooting. Personal touch matters. High-value customers benefit ...

For instance, take an airline satisfaction survey. You’ve gotten one — those emails that ask for your feedback on their performance. They often range from five to 30 questions. But are the questions ...

More and more companies are choosing to deploy AI-powered chatbots to deal with basic customer service inquiries. At the ongoing Google Cloud Next conference in Las Vegas, the company has revealed the ...

BOSTON--(BUSINESS WIRE)--Cogito, the leader in real-time AI coaching and guidance for the enterprise, today announced survey results that reveal insights into how consumers prefer to interact with ...

Silverback AI Chatbot today announced a significant expansion of its conversational intelligence framework, introducing new capabilities intended to support organizations seeking to manage customer ...

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...

Self-service has exploded onto the business scene, and customers have embraced it wholeheartedly, for the most part. Self-service kiosks and counters tend to be easier to operate and often result in ...