These days, business is largely conducted in a digital-first environment. That said, it's still very much possible to deliver personalized experiences to customers. If you want to make a lasting ...

Speed is an important element of self-service, but it’s not the only thing that matters. Balancing speed and quality is particularly important for developing trust in generative AI. Customers are open ...

Laura DiDio is principal at ITIC. She has over 25 years of experience in IT as an analyst, consultant, writer and investigative reporter. Organizations across industries have more access to data than ...

In the digital era, customer interactions with brands span across various touchpoints: Websites, social media, email, in-store visits and mobile apps. As the leader of a digital marketing company, ...

Real-time interaction management (RTIM) is reshaping the way brands think of customer journey orchestration. RTIM makes a previously unheard of level of real-time personalization possible. With RTIM, ...

SAN FRANCISCO & LONDON--(BUSINESS WIRE)--Today at World Tour London: AI Day, Salesforce (NYSE: CRM), the global leader in CRM, introduced generative AI capabilities for Sales Cloud and Service Cloud ...

Personalization isn't enough. Learn how AI and journey orchestration are taking CX to the next level with hyper personalization. With every interaction today, consumers expect brands to not only ...

Today's consumers are quick to act when they find what they want. They are also quick to walk away when they don't. Consumers are pros at swiping through content and hyper aware of how brands engage ...

Contact center software startup Regal Voice Inc. announced today that it has raised $40 million in new funding to accelerate the rollout of its AI Phone Agents for contact centers. Founded in 2020, ...

Customer experience (CX) refers to all interactions customers have with an organization as well as their perceptions and feelings associated with that organization. McKinsey defines CX as “everything ...