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

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 ...

We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors ...

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 ...

Providing a personalized customer experience at scale is hard. In an era where customers can buy your services instantaneously and goods globally, personalization is increasingly difficult. There is ...

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 ...

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 ...

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 ...

LAS VEGAS--(BUSINESS WIRE)--At AWS re:Invent, Amazon Web Services, Inc. (AWS), an Amazon.com, Inc. company (NASDAQ: AMZN), today announced new generative AI capabilities in Amazon Connect, AWS’s cloud ...

BOZEMAN — A professor in Montana State University’s Jake Jabs College of Business and Entrepreneurship recently published a paper in a highly regarded academic journal, Production and Operations ...