Optimize omnichannel opportunities. Provide clear AI-powered channels for customer communications that deliver personalized experiences. Enhance customer data analytics. Simplify and refine data ...

Insurance brand Aflac is piloting generative AI company-wide, including integrating it into its call center. SVP Keith Farley ...

Inbound phone support is an undervalued customer service tool. Here is how to turn phone support into a source of customer ...

AI agents proliferate, but oversight tools remain designed for human-only workforces. Talkdesk on March 10 announced the CXA Operations Center and enhanced Interaction and Quality Analytics to help ...

Microsoft on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

It’s not been a great couple of months for customer experience. Now, as someone who is an advocate for great service and experience, these sorts of announcements make for troubling reading. But, I ...

Salesforce's new CCaaS shifts CX architecture, placing resolution at the core by interpreting intent and automating workflows across systems.