Generative artificial intelligence, digital customer service, and conversational user interfaces (CUIs) will transform customer service and support by 2028, according to research firm Gartner's Hype ...

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

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 ...

When executed well, digital can provide your organization the ability to create smart, empathetic experiences across all interactions to forge long-lasting relationships with customers. The Fast ...

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

Companies know it’s not easy or simple to fast-track digital customer service transformation. Now it's time to get out in front. Most digital customer transformation initiatives fail for similar ...

The longstanding foundations of many consumer-facing businesses (such as banking, for example) are built on personal, face-to-face relationships. Today, though, customer engagement is becoming ...

In our modern, connected world, putting the customer first requires a comprehensive digital engagement strategy. Financial institutions, especially midsized and smaller organizations, have a history ...

An inaugural J.D. Power study reveals that mortgage servicers lag in mobile app development, impacting customer satisfaction.

President of McorpCX and global CX influencer, helping companies radically improve how they connect with (and profit from) their customers. You’re almost certainly hearing a lot about digital ...

Lucinda Scott, customer service director at first direct, tells Insider about the factors behind the bank’s position as the UK’s number one customer service brand.