Technology failed the retail giant, but so did its lack of focus on the right customer service strategies.
Artificial intelligence needs to be at the center if companies will have any chance of truly personalizing interactions.
Chatbots need to be more functional if we want customers to use and like them.
A surprising number of businesses are still not integrating their customer software systems, and that's bad for business.
Survey design has everything to do with whether customers will provide their feedback.
Customers like to keep interactions personal, and video lets companies do just that.
While some airlines have recently landed in hot water for less-than-ideal customer service, others, including Hawaiian and JetBlue, are paying attention to customer woes.
Call intelligence company Invoca has introduced Signal AI, an artificial intelligence solution that leverages machine learning to gather insights from call center conversations with customers and feed them back to different organizational teams.
LogMeIn expands its customer engagement software portfolio with Nanorep's digital self-service technologies.
The cloud platform looks to help organizations improve their cross-channel customer experiences.
The upgrades aim to boost productivity and mobility for customer service teams of all sizes.
Nuance IVR to Digital connects traditional phone and digital channels with AI-powered omnichannel solution. (Featured on SpeechTechMag.com.)
With its updated Virtual Contact Center, 8x8 aims to provide companies with tools to boost collaboration, productivity, and customer engagement.
The latest version of its CRM suite aims to deliver faster performance and eliminate some of the lag associated with legacy CRM tools.