Last year I wrote an article questioning whether we should be using the term "customer technology" instead of "marketing technology." Frans Riemersma of Martech Tribe and the co-creator of the current ...

Every once in a while a technology or application emerges that has the potential to “disrupt” the status quo. The Internet is a wonderfully disruptive technology that has changed and enhanced the ...

Earlier this month, Uber cut about 10 percent of its customer support team as part of a broader effort to “simplify operations, strengthen in-person collaboration, and continue to embrace AI,” a ...

Technology, the bedrock of this evolution, has spurred a revolution in customer expectations, compelling organisations to elevate their service standards. By capitalising on technology, businesses can ...

The modern CX space is full of challenges and opportunities. Leveraging CX tech is critical to meet evolving expectations and create a customer-centric culture Many customers dread needing to contact ...

Ada, the Toronto-based company that automates 4.5 billion customer service interactions, has partnered with OpenAI to use GPT-3.5, the large language model that is the foundation of ChatGPT. Meta, ...

Sandeep Kakani, an engineer by training and an innovator by nature, has carved a distinctive path in the medical device industry through his leadership at Align Technology. As the head of customer ...

As we step into 2025, customer service in the finance sector is poised for transformative change. Technological advancements, shifting consumer expectations, and intensifying competition will drive ...

Artificial intelligence technology may help solve retention problems in the customer service industry. Many call center agents grow up in the U.S. and speak perfect English but are regularly subjected ...

The customer service industry has undergone significant shifts due to technology adoption, leading to a reinvention of the human role in customer support Within the last five years, Google searches ...

Customer service leaders who are effective at vendor and product evaluation saw only a 50 percent increase in the likelihood that they'd achieve their technology goals, according to a survey by ...

For simple tasks, 70-year-old Diane Elliott can usually figure out how to navigate the Social Security Administration’s website. Online portals are not an option for her 83-year-old sister, however, ...