In the age of hyper-personalization, customer expectations are constantly evolving. Businesses are now expected to deliver ...

Knowledge management plays an indispensable role in enhancing the quality of customer service in contact centers. Ensuring ...

Accents play a powerful role in shaping perception, building trust and creating a sense of connection between customers and ...

From retail to travel, healthcare to home services, the personal touch is quietly disappearing as interactions become less ...

Zurich Insurance Group is using AI in its new customer relationship management system to help agents provide more tailored ...

Generative AI’s use for knowledge management is growing in customer experience programmes, suggesting a new vocation for KM. We find out how.

NICE and ServiceNow are bringing together real-time customer service automation and enterprise workflow management to eliminate operational silos that traditionally plague customer service delivery.