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 ...

“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 ...

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 ...

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 ...

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 ...

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

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 ...

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 ...

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 ...