It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...

AI is helping to supercharge the connection between businesses and customers, but certain steps are necessary to optimize CSM solutions.

Customer preferences must be the compass for innovation, and financial institutions must respond to changing needs and ...

Based on GlobalData’s conversations with technology vendors, service providers and enterprises, customer experience (from ...

NICE (Nasdaq: NICE) and Deloitte Digital today announced an alliance developed to transform customer service by offering ...

While Hanlon’s Razor increases trust and empathy in customer service, it’s not applicable in every case. Sometimes people really do have a hidden agenda. Or there may be instances when giving ...