Customer experiences and information discovery have evolved since the creation of the first search engine and simple keyword search. As modern computing gets faster, user expectations continue to ...

AI spotlights pain points. AI-powered customer analysis uncovers hidden frustrations and helps brands refine messaging, improve CX and reduce churn. Smarter segmentation wins. AI-driven customer ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

A couple of weeks ago Salesforce launched Agentforce 3 to provide fast time to value and help to answer ROI questions about agentic AI. As the software evolves at pace, Salesforce itself is jumping ...

Across industries and company types, senior executives are pressuring service and support leaders to leverage artificial intelligence in their operations and are even allocating budget to it, Gartner ...

Artificial intelligence has gone mainstream. The term is now regularly appended to all manner of tools and technologies, even when it’s unclear exactly what role AI plays in delivering desired ...

AI assumes a key role for distributors and their sales teams by generating customer-specific insights, and by using its predictive powers to prescribe targeted actions around products, pricing, ...

Forrester predicts that operational support use cases for large language models (LLMs) will develop rapidly. LLM integration with action components creates fully autonomous workplace assistants (AWAs) ...

Customer engagement platforms (CEPs) and customer data platforms (CDPs) are sometimes confused. The confusion arises from the overlapping nature of their objectives, wherein data plays a critical role ...

Explore generative AI in financial services: how it works, top use cases, customer experience gains, key risks, and ...

As customer expectations continue to rise and the traditional reactive models of customer service are increasingly proving to be inadequate, the quest for excellence in customer support today has led ...