Echopass – Enterprise organizations often think of customer service as an unavoidable fact of business, a necessary expense. Rethink customer service, however, and it can become a strategic weapon ...

Rick Watkin is President & CEO of KUBRA, a leading provider of customer experience management solutions for utilities and other industries. I was watching the news a few months ago and saw several ...

“Many businesses face the challenge of fragmented systems and siloed workflows that hinder efficiency and the experience they provide to their customers. By bringing together NICE’s AI-driven customer ...

Lowe's transformation from basic SMS notifications to Rich Communication Services demonstrates how retail giants can leverage messaging technology to reduce operational costs while improving customer ...

When it comes to connecting with customers online, a number of multichannel and ecommerce retailers are still stuck in the “customer support” mindset; one that views contact with a customer as a ...

Abstract: Customer Relationship Management (CRM) systems have come a long way in their evolutionary life cycle. From being used as a mere Rolodex of customer information, they have transformed into ...

ServiceNow Inc. and Qualtrics International Inc. on Tuesday announced a strategic partnership to help large companies improve operations through real-time customer and employee feedback. The accord ...

As supply chain management increasingly integrates advanced technologies and data-driven decision-making, customer fulfillment leaders are transitioning from traditional operational roles to strategic ...

Customers tell us far more about what they think and feel than we might realize. In the new world of data-driven customer experience (CX), there are countless opportunities to get to know your ...

One of the agency’s goals is that half of all transactions will be completed on the DMV website, reducing the need for in-person visits. The North Carolina Division of Motor Vehicles is kicking off a ...

BT is adopting a strategy of ZeroOps, with the aim of self-healing operations, which it hopes will free up employees to spend more time doing value added work with customers. British communications ...

Fully automated solution connects real-time customer engagement with enterprise workflow automation to eliminate service gaps and drive faster, smarter resolutions By combining industry-leading AI ...