More Than Half of Customer Service Journeys Start on Third-Party Platforms

Service leaders must adapt strategies to engage customers on search engines, social platforms, and genAI tools, Gartner urges. (featured on SmartCustomerService.com.)

Court Blocks Click-to-Cancel Rule

The FTC's subscriptions rule change doesn't go into effect.

CX Leaders Grow More Cautious as Economic Uncertainty Persists

While volatility is here to stay for a while, embracing scenario planning can help regain control, Forrester urges.

Three Trends That Will Shape The Future of Customer Service

Emerging technologies and evolving expectations will transform customer service over the next three years, Gartner predicts.

Nearly Half the Desired Results from New Customer Service Technology Don't Materialize

New research from Gartner reveals strategies for organizations to maximize ROI from customer service technology`

GenAI + Agentic AI: Driving Smarter Self-Service

Organizations can greatly increase the number of intents they can address and interactions they can resolve.

CX Quality Continues to Slide, Forrester Details

21 Percent of U.S. Brands saw declining CX Index scores for the second year in a row, Forrester reported at its CX Summit.

NiCE Reinforces Focus on Innovation at Interactions

NiCE Interactions Day 2 speakers bring the attention back to artificial intelligence.

NiCE's Updated CX Mpower Technology Upgrades Unveiled at Interactions

CX Mpower Agents and integrations with AWS and Snowflake are among the highlighted innovations unveiled today.

PegaWorld Was Rich with Customer Testimonials

PegaWorld Day 2 keynoters tout the company's digital transformation for Rabobank and Verizon.

Pegasystems Looks to AI to Transform Customer Businesses, Pegaworld Speakers Stress

Pega's CEO touts AI's advances to emphasize the need for applications like Blueprint.

Pre-Employment Assessments Address Call Center and Sales Retention

JOBehaviors offers pre-hiring assessments for contact center agents and inside sales reps.

Loyalty's Impact on Brand Profitability Has Increased, Brand Keys Finds

Levi Strauss, Macy's, Dicks Sporting Goods, Dollar Tree top Brand Keys' Retail Brand Loyalty Index

Meta’s Threads Starts Showing Ads

Meta's Threads microblogging app is testing ads in feeds in the U.S. and Japan.

A Q&A with SugarCRM President and CEO David Roberts

Sugar CEO David Roberts says he's looking to refocus his company's efforts in a more targeted way, with AI used carefully.

Changes Ahead at SugarCRM, Company Reveals at Analyst Summit

SugarCRM is planning to refocus its marketing and sales strategies, partner network, and adding capabilities, executives told industry analysts.

TikTok's Uncertain Future Leaves Marketers Scrambling

The social media platform went dark for a while yesterday, and marketers should diversify in case it happens again.

Empathy and AI Shape Today's Leading Customer Experiences, KPMG Finds

KPMG's annual Customer Experience Excellence report finds that CX leaders not only meet customer needs but are committed to the well-being and values of their customers.

Gartner Identifies Top Three Priorities for CMOs  in 2025

Marketing leaders must focus on transcending disruption, elevating enterprise impact, and maximizing marketing yield, Gartner finds.

Addressable TV Advertising Continues to Grow

Addressable TV advertising has grown for the third year in a row as 53 percent of advertisers call it a must-buy.