When serving small businesses, connectivity providers need to provide a single point-of-service customer care representative who understands the company owner’s business and can be the point person ...

To continue reading this content, please enable JavaScript in your browser settings and refresh this page. In an uncertain economy, banking customers want clear ...

Over the past few months, I have enjoyed working with one of the world’s largest financial services companies to help create its multi-year customer service automation/AI road map. We have examined ...

Effective customer service requires a balance of automation and personalization. Automation tools like chatbots are cost-effective and can provide 24/7 support, but too much reliance on them can ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

Xcel Energy Inc. XEL is poised to deploy personalized energy services using AI-enabled Oracle Opower, a customer engagement platform designed to support energy programs, enhance the customer ...

There is a lot riding on your customer experience and expectations are high. Are you ready to deliver an experience that keeps your customers coming back? Customers have come to rely upon online ...

Today's retail brands are continuously searching for tools and solutions that will enable them to excel ahead of others. One key factor that has quickly become a key determiner in helping retailers ...

If Covid-19 leaves one lasting legacy for the business world, it’s that online shopping reigns supreme. Juniper Research reported $4.9 trillion in global e-commerce for 2021, with that figure expected ...

Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

Online banks, also known as direct banks, have no branches. Most of them don't even have ATMs. But over the last two decades, these banks have grown in popularity by offering most of the services ...

The research explores the question of how personalized customer service profiles influence customer behavior compared to ...