Forbes contributors publish independent expert analyses and insights. A recent study by Harvard Business Review, conducted in collaboration with Tata Communications, reveals some unexpected news and ...

Written by Edward Calvesbert, vice president of product management at IBM watsonx AI is only as good as the data it uses. If your AI agents don't have real-time access to reliable data from modern ...

In the U.S. it’s common for companies that have both physical branches and online services to use customer relationship management (CRM) software that tracks all of their interactions with customers ...

For decades, enterprises have invested in technology to make customer experience better, yet the results often feel the same. Customers wait, repeat themselves and navigate disconnected systems that ...

Integrating data and AI solutions throughout the customer experience journey can enable enterprises to become predictive and proactive, says vice president of product marketing at NICE, Andy Traba. In ...

A fivefold spike in automated interactions is redefining what customer architecture needs to be. The window for experimentation is closing. By 2026, the landscape of customer interaction will be ...

Privacy-first practices. Embrace privacy-first data strategies to build trust and adapt to evolving regulations like GDPR and CCPA. AI-driven insights. Use AI and ...

OpenText™ (NASDAQ: OTEX), (TSX: OTEX), a global leader in Enterprise Information Management (EIM), launched OpenText™ Core Experience Insights, a SaaS application that provides marketing leaders full ...

One of the major announcements at contact-center-as-a-service leader NiCE Ltd.‘s Interactions user event in Las Vegas last week was a partnership with Snowflake Inc., the cloud-based data warehousing ...

Customer data platforms (CDPs) first gained popularity among marketing users as the technology tackled the marketing function’s complex customer data management challenges. These challenges included ...

Mark Chinn, partner at CMG Partners, offers advice on how keeping your customers close will improve your new product development There is an unprecedented level of customer interaction through the web ...