If content is king then conversation just might be an outranking Emperor. In this age of digital transformation, it's easy to forget the importance of human-to-human interaction in business. However, ...

CMSWire TV celebrated its inaugural year in 2024. We saw the launch of over two dozen shows across three series: CMO Circle, The Digital Experience and Beyond the Call. These series have provided ...

SAN FRANCISCO--(BUSINESS WIRE)--Front, the industry-leading AI-powered customer service platform built for collaboration, today announced the acquisition of Idiomatic, a pioneering AI-powered voice-of ...

Salesforce has had over one million AI agent-customer conversations. The company launched AI agents on its Salesforce Help site in October 2024, a full-screen experience that makes getting support ...

For this conversation, NJ spoke with Pasquale DeMaio, Vice President of Customer Experience services at AWS, an organization he founded in 2015. He is responsible for ensuring that Amazon Connect ...

Tough conversations are generally difficult to initiate and respond to. Whether they occur in personal or professional life, we are hard-wired to act, react and emotionally invest -- and that makes it ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

In our latest startup conversation, I sat down with two executives of AptEdge, a firm using natural language processing to improve customer service. Aakrit Prasad (pictured, right) is the co-founder ...