AI-driven voice technology allows companies to improve customer and employee experience alike. But is it something customers want? Voice-recognition applications are nothing new, but artificial ...

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 ...

When people think about customer service, the first thing that may come to mind is dreading that call to their bank or their mobile provider. After a machine answers your phone call, you have to wade ...

EngageLab, a global leader in AI-powered omnichannel customer engagement and marketing technology, officially launches its ...

Phil Goldstein is a former web editor of the CDW family of tech magazines and a veteran technology journalist. He lives in Washington, D.C., with his wife and their animals: a dog named Brenna, and ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 7 years old. Although technology is ...

TMS views itself as more than a mortgage servicing company — it’s a total homeownership servicing partner. From finding and selling a borrower’s home to protecting that asset with home-related ...

Can technology make the customer experience more human? Paradoxically, yes. Here’s how machines put people at the heart of a customer service. Hell hath no fury like a customer scorned. Just think of ...

Businesses are turning to AI chatbots to deal with customer service. The new tech saves them money, but it's leaving a lot of ...

While human customer-service representatives with sunny dispositions can please clients, new research suggests that customers don’t always want their chatbots to be ...

SAN FRANCISCO--(BUSINESS WIRE)--Upwork (Nasdaq: UPWK), the world’s work marketplace, today announced the 10 most in-demand skills for technology, marketing, and customer service independent talent on ...