Can AI Really Be Trusted?
How reliable are the marketing recommendations made by artificial intelligence?
Productivity Tools Advance to Assist Remote Workforces
Contact centers now have a wide assortment of tools to help agents work more efficiently, no matter where they are.
Keys to Keeping the Consumer Connection in a Digital World
Customers have many options today, and keeping them engaged on the right channels might keep them coming back.
Connecting in a Post-COVID World Doesn’t Have to Be Complicated
Remote or partially remote workforces are likely to be with us for quite some time.
The Contact Center’s AI Revolution
AI technology is driving a rapid pace of innovation and change in the service sector.
The Metaverse Won’t Be as Forgiving as Web 2.0
Customer experience leaders need to figure out their place in the metaverse economy.
The Last Line
Your Employee Technology Also Drives Your Customer Experience
Customer service reps deserve tools that help, not impede.
It’s Time to Focus on the Metaverse
Virtual worlds will be the most transformative technology in the next decade. Prepare your strategy now.
Customer Service Leaders Need to Invest in AI
Three areas in particular stand to benefit.
Gartner Urges Supplementing Surveys with Analytics
The primary goal should be to make customer data actionable.
Google Shifts to Topic Modeling
Ads will be based on customers' browsing histories.
Proposed Legislation Targets Data-Driven Advertising
The bill would limit the so-called ‘surveillance advertising' model.
Required Reading: Loving Relationships with Customers Have Great Worth
Customers want to feel worthwhile in their dealings with companies.
Retailer CX Fails to Impress
The customer experience dip follows two years of gains, Forrester says. Plus: Five recommendations for how to fix it.
AAA Northeast Provides Faster Service with Calabrio
Calabrio interaction analytics yields efficiency gains for local auto club.
Kari Gran Sees the Beauty of StoryTap
The skincare products supplier taps into video to increase customer engagement.