Learn how to create a seamless experience and leave a lasting impression on your customers. While there is a movement to self-service and digital support through chat, companies need the third leg of ...

Explore the top 18 generative AI tools revolutionizing customer service, from advanced chatbots like Cognigy and IBM WatsonX Assistant to comprehensive platforms like Salesforce Einstein Service Cloud ...

Ryan has been a magazine and newspaper editor for 21 years, with the last 15 covering a variety of bases for CDW’s family of tech magazines. As Editor in Chief, he works on developing editorial ...

As the world becomes more digitized, businesses need to adapt quickly to meet customer needs in new and innovative ways. The mortgage industry is no exception. With customers demanding quick and ...

When the COVID-19 pandemic began, companies were forced nearly overnight to move their contact center agents to home working setups. Now that the world is starting to open back up again, at least for ...

Technologies that support digital-first service will overtake traditional channels like phone and email as the most valuable technologies for customer service and support leaders in the next two years ...

In theory, the more channels available, the less that voice — and therefore humans — will matter. But people still want to connect with people. With all the investment in technology and AI in call ...

Many retailers struggle with fragmented communication tools, leading to inefficiencies and frustration. By reading this ebook, you will learn how and why to implement a unified retail communication ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The business-to-business (B2B) landscape has been reshaped by digital transformation. It's ...