The digital age has revolutionized customer expectations. No longer content with limited options, today's customers actively explore, compare, and demand exceptional experiences throughout their ...

Silverback AI Chatbot today announced a significant expansion of its conversational intelligence framework, introducing new capabilities intended to support organizations seeking to manage customer ...

Forbes contributors publish independent expert analyses and insights. Tony Bradley covers the intersection of tech and entertainment. The pace of technological innovation has significantly raised ...

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 ...

Integrating data and AI solutions throughout the customer experience journey can enable enterprises to become predictive and proactive, says vice president of product marketing at NICE, Andy Traba. In ...

Robotic Process Automation (RPA) is a technology with the potential to redefine the way businesses interact with their customers, shaping the future of customer interactions. At its core, RPA provides ...

Agentic marketing and customer experience (CX) allow customers to shape their own journeys, guided by AI-driven insights that anticipate needs and deliver personalized, meaningful experiences. Imagine ...

Customer data platforms (CDPs) first gained popularity among marketing users as the technology tackled the marketing function’s complex customer data management challenges. These challenges included ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...