To 84% of today’s customers, the experience a company provides is just as essential as its products or services. It’s no longer a question—focusing on the customer experience has a proven impact on ...

Artificial intelligence-powered bots used in customer service settings are finally learning to get along with human agents. Or is it the other way around? Either way, the friction that existed as ...

Great products at eye-catching prices—that’s enough to keep shoppers coming back for more, even if your customer service is a little inconsistent, right? Think again. Online shoppers are an ...

Collaboration brings together cloud and AI expertise to simplify and speed up enterprise automation through joint go-to-market initiatives, co-innovation and deeper technology integrations This ...

In the communications business, the artificial intelligence wars are on. As an analyst, I tend to focus on market transitions as that’s when significant share change happens. When the cloud first came ...

If you're anything like me (or millions of other everyday consumers), you may be surprised to contact customer service only to be prompted with a litany of questions about who you are and what you're ...

Collaborative software is growing in popularity for both accountants and clients. Groupware, as it's also known, helps people work together on a common task to achieve their goals regardless of their ...

Today's customer is more informed and knowledgeable than ever before. The resources they have to research product information such as capabilities, price, options, and availability allow them to enter ...

What businesses have the top customer service according to consumers? USA TODAY, in collaboration with Plant-A Insights Group, presents America's Customer Service Champions 2024. It recognizes ...