There’s no denying the role of good customer service, including self-service. And both customers and organizations may actually prefer a self-service option: in many situations, consumers opt for self ...

Allowing customers to control their own narrative enables them to obtain immediate assistance on their own time, gives them more autonomy and improves efficiency for the brand. Self-service puts the ...

Nothing tells a customer “I’m not really interested in talking to you" quite as bluntly as an interactive voice response (IVR). It’s the computer voice we all love to hate. Admit it, you've found ...

Microsoft is rounding out its Dynamics CRM (customer relationship management) product by acquiring Parature, maker of cloud-based software companies can use to create self-service portals for ...

WALTHAM, Mass.--(BUSINESS WIRE)--Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company TM today announced the industry’s first workflow-powered, agentic approach to customer ...

BOZEMAN, Mont.--(BUSINESS WIRE)--Quiq, the trailblazing conversational customer experience (CCX) platform, is proud to announce that LOOP insurance is live with a customer-facing AI Assistant, built ...

When it comes to their purchasing decisions, B2B buyers, like other consumers, want to learn about products on their own, and their first step is rarely contacting sales reps. In fact, recent research ...

The artificial intelligence (AI) market is expanding rapidly. Enterprise AI spending surged eight-fold in 2024 according to the Menlo Ventures. This year is expected to be a banner year for AI ...

During the height of the COVID-19 pandemic, almost all contact center agent jobs shifted to a work-from-home model. And now that the pandemic has basically come to an end, many of those jobs have ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...