Generative artificial intelligence, digital customer service, and conversational user interfaces (CUIs) will transform customer service and support by 2028, according to research firm Gartner's Hype ...

The COVID-19 pandemic demonstrated the importance of digital-first customer service, yet challenges remain for many companies in successfully operating with such a strategy, Forrester Research notes ...

In our modern, connected world, putting the customer first requires a comprehensive digital engagement strategy. Financial institutions, especially midsized and smaller organizations, have a history ...

Delivering seamless digital interactions across every touchpoint is more critical than ever in today’s travel landscape, especially during major travel disruptions. Using AI tools behind the scenes ...

The greatest changes in customer experience over the past decade have been in the ways customers interact with brands. The digital customer experience has exponentially evolved over the past decade, ...

HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced the release of its 2022 Digital-First Customer Experience Report, which highlighted significant gaps between company and consumer ...

MELVILLE, N.Y.--(BUSINESS WIRE)--Seventy-seven percent of businesses say consumer expectations for effectively engaging with them digitally have increased over the past 12 months, up more than 10 ...

President of McorpCX and global CX influencer, helping companies radically improve how they connect with (and profit from) their customers. You’re almost certainly hearing a lot about digital ...

In the CMSWire's State of Digital Customer Experience (DCX) 2025 report, customer experience teams reveal both their enthusiasm for generative AI and their real-world struggles to operationalize ...

When was the last time you used video or screen-sharing? Perhaps just today at a work meeting or over the last weekend when calling a distant relative or a child away at college? Or -- let’s be ...

Expansion strengthens TELUS Digital's multilingual AI data and CX capabilities, global talent reach and delivery across high-growth innovation hubs ...

Consider Jack in the Box, which a year ago shut down all of its customer call centers, pushing customer service online Making retail operations digital is usually an improvement. Done properly, ...