Feature Articles
Industry reports predict the rise in the use of chatbots to assist with customer services interactions will continue to rise. Mordor Intelligence found in 2020, the chatbot market …
Matrix Networks, which offers products for discovering, testing, deploying and supporting business technology solutions, recently announced its acquisition of customer experience (…
Digital transformations are continuing across the globe today as businesses make the move away from legacy infrastructure to better,more connected systems. To ensure Communication …
What is a great customer experience (CX) automation campaign worth to your business? Quite a lot, according to a study by customer experience solutions provider ActiveCampaign. The…
Conversational AI, which acts as an intelligent virtual assistant (IVA) for customer service, is becoming an important part of CX technology with the potential to improve customer …
SaaS Labs recently announced it raised $42 million after completing a new financing round, which comes only a few months after SaaS Labs received $18 million in Series A funding.
Contact centers face a number of challenges in the age of COVID, worker shortages and supply chain disruptions. By embracing AI and automation, contact centers can face those chall…
If you asked most consumers today - especially millennials and younger - you'd likely find out their favorite method of contact with a company is through online chat. There are a n…
When it comes to customer support, we all like a human touch. But does a human actually have to be present to get the same experience? Not necessarily, according to a new study out…
The sales process has many moving parts, and failed sales initiatives often happen because one part of the process was neglected. Whether it's follow-up with the customer, prompt r…
Self service and automation can be incredibly useful for a wide variety of business applications, but can be particularly beneficial for high volume contact centers. With interacti…
One of the most important steps any business can take to immediately increase chances for success in 2022 is through a highly functional customer experience platform. By now, execu…
According to a recent article by Phys.org, the ethical and strategic use of AI in educational settings can support faculty in troubleshooting and innovating their online teaching p…
Increasingly, customer-to-business communications are happening outside normal business hours. Customers today expect service whenever they choose to interact with a company. For t…
Posh Technologies, which offers financial services companies a conversational AI platform to help improve customer experiences, has announced it raised $27.5M in Series A Funding.
Automation platform provider Notable has formed the Digital Transformation Council, an advisory group of healthcare professionals who will collaborate on new automation strategies …
In early December, companies from all over the country and the world gathered in Orlando, Florida for the 2021 Frost & Sullivan Best Practices Awards Gala, which was held at the Lo…
Cloud customer engagement platform company eGain Corporation recently announced that its knowledge management solution, eGain Knowledge Hub, has been accredited by Five9 and is now…
A new report from Dash Research reveals artificial intelligence (AI) is being increasingly integrated in CX applications and platforms. The research shows AI is being used for cust…
Florida-based Arise recently announced the acquisition of Officium Labs, a platform for customer experience (CX) design, transformation, and BPO services.
The customer experience is a fragile thing. It may require dozens of positive interactions to land a loyal customer, but that work can easily be undone after a single negative expe…
Hughes Network Systems, LLC (HUGHES), a provider of broadband satellite services, products, and managed network solutions, delivers services for millions of consumers, businesses, …
NICE recently announced new innovations for its WFM suite to empower agents and optimize digital channel management.
Yext launched a new suite of AI-based solutions to help support the digital transformation of government agencies.
A recent Norstat study shows an overwhelming majority of contact center agents believe AI-based programming will help support job responsibilities.
Customer experience (CX) professionals face a number of challenges in their careers. By modeling a few key behaviors they can ensure long-term success and happiness in their career…
Automation is a powerful tool in customer engagement, particularly when used with AI and analytics. But the best way to provide successful customer interactions is through a carefu…
Emplifi announced the release of Voice of Customer (VOC), a new AI-enhanced solution designed to automate common business procedures and analyze valuable customer data.
This week, Netformx announced the general availability of its Netformx SuccessXpert. The application enables Cisco Partners to automate and scale their customer success practice to…
Customer data is plentiful, but businesses that use it exclusively for traditional purposes may be missing out on opportunities for better engagement.
Haptik released a new platform designed to help enterprises quickly and easily integrate AI-powered virtual assistant with minimal technical knowledge.
Customer experience solution leader Sprinklr has unveiled Industry Benchmarking Reports for Digital Unified-CXM, which uncovers how different industries are engaging with customers…
Customer engagement solutions company CSG has launched Xponent platform to provide businesses with the necessary tools to create deeply personalized customer experiences.
Kustomer has enhanced its CRM platform with AI-based automation capabilities developed by CX solution company, Linc.
Automation Anywhere has launched a new contact center solution to assist call center agents with scalable automation capabilities that speed up customer requests.
Customer support AI leader Verloop offered visitors a demonstration of its conversational AI solution portfolio at the 41st annual GITEX technology convention in Dubai.
AI and automation have major roles to play in the customer journey. But they must be balanced with human logic and long-term business objectives to be truly effective in providing …
A new study by Plivio has found that most American consumers are open to receiving communications from retailers, which will likely be a critical resource for retailers this upcomi…
Chatbots have a maintained reputation for being ineffective and underdeveloped, but deserve new attention after years of fine-tuning.
Financial institutions are facing a stiffer challenge than most companies. Their transactions are highly complex, they're very sensitive - to the point where customer security is e…
As the travel industry resumes after pandemic setbacks, customer experience (CX) matters even more as a competitive differentiator. Travel industry businesses can take a holistic a…
To help deliver better customer experience (CX) for businesses in Belgium, France and the Netherlands, Alida, a provider of "Total Experience Management" (TXM) has announced a new …
Accenture announced intentions to purchase Brazilian CX/commerce solutions company, Experity.
Businesses have decreased spending on the customer experience (CX) during the pandemic, despite demands from customers for more personalized and contextualized service. Marketers c…
The Biden Administration recently included new language into the government's definition of customer experience, which hopes to foster fair treatment and positive experiences among…
Last week, third-party risk data provider TruSight announced the completion of its enhanced customer consumption project, including the creation of a new assessment execution platf…
Customer experience analytics startup ClooTrack has received $4 million in new financial support from investors during a Series-A funding round.
Customers are demanding improved and more personalized service and interactions. Businesses that want to succeed need to begin their digital transformations now to provide a more h…
In an effort to expand its geographic footprint and strengthen its offerings, Sitel Group has acquired Sykes Enterprises. The deal was first announced on June 17 and closed in an a…
Hong Kong-based BeingAI Ltd recently announced the debut of its AI being called "Zbee," an artificially intelligent robot created by a human to "live in your world as a virtual bei…