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 ...

CMSWire Advisory Board members reveal why operating models, decision rights and trust define the next era of CX.

The most visionary organizations aren't just adding AI to existing processes—they're reimagining what business can become when intelligence flows seamlessly through every customer interaction. Over ...

Tension: Companies have more customer data than ever, yet struggle to balance immediate revenue needs against long-term ...

In a 2017 survey, 81% of respondents reported that actively working to improve customer experiences was a major differentiator for their business. Of that 81%, 84% said they saw an increase in revenue ...

BOSTON--(BUSINESS WIRE)--Cogito, the leader in real-time AI coaching and guidance for the enterprise, today announced survey results that reveal insights into how consumers prefer to interact with ...

NEW YORK--(BUSINESS WIRE)--Sprinklr (NYSE: CXM), the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced its recognition as a Leader in The Forrester ...

Companies large and small collect an ever-growing amount of data. According to a TechJury report, in 2020, every person on average generated 1.7 megabytes of data per second. All of that isn’t ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Jason VandeBoom ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Reuben Yonatan Customer ...

Overview:  AI handles routine questions instantly, while humans focus on complex and emotional issues. Done right, support feels more personal, not automat ...

Approximately 70% of calls into a contact center are now made from a mobile, and in most cases, smart device. This enables enterprises to embed greater security controls into customer interaction ...