Last year I wrote an article questioning whether we should be using the term "customer technology" instead of "marketing technology." Frans Riemersma of Martech Tribe and the co-creator of the current ...

Every once in a while a technology or application emerges that has the potential to “disrupt” the status quo. The Internet is a wonderfully disruptive technology that has changed and enhanced the ...

Technology, the bedrock of this evolution, has spurred a revolution in customer expectations, compelling organisations to elevate their service standards. By capitalising on technology, businesses can ...

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 ...

Ada, the Toronto-based company that automates 4.5 billion customer service interactions, has partnered with OpenAI to use GPT-3.5, the large language model that is the foundation of ChatGPT. Meta, ...

AI-to-human handoffs are leaving customers repeating themselves. New research exposes the disconnect, while human-in-the-loop ...

Sandeep Kakani, an engineer by training and an innovator by nature, has carved a distinctive path in the medical device industry through his leadership at Align Technology. As the head of customer ...

Customer service leaders who are effective at vendor and product evaluation saw only a 50 percent increase in the likelihood that they'd achieve their technology goals, according to a survey by ...

As we step into 2025, customer service in the finance sector is poised for transformative change. Technological advancements, shifting consumer expectations, and intensifying competition will drive ...

Artificial intelligence technology may help solve retention problems in the customer service industry. Many call center agents grow up in the U.S. and speak perfect English but are regularly subjected ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Janet Heller noticed it when she broke her arm and could no longer drive ...