The FINANCIAL — Despite heavy investments in digital channels and capabilities, customer service and support leaders are still clinging to five main myths about what customers want and how they behave ...

Despite heavy investments in digital channels and capabilities, customer service and support leaders are still clinging to five main myths about what customers want and how they behave today, Gartner ...

Proper customer journey management is how you deliver personalized experiences at scale. The average customer now engages on six touchpoints before they make a purchase. How do you manage that ...

Customer journey orchestration (CJO) has been somewhat of a Holy Grail for business leaders since the explosion of ecommerce and smartphones in the late 2000s. At that time, new digital channels such ...

COLORADO SPRINGS, COLO. — Customer service may seem like a never-ending process -- but that's not necessarily a bad thing. In the morning keynote at the RightNow Summit 2008 here yesterday, one ...

We are living in exciting times and witnessing significant developments in the technology landscape. We have just scratched the surface of what humans can achieve with AI capabilities. Gen AI is ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...

Nathan Eddy works as an independent filmmaker and journalist based in Berlin, specializing in architecture, business technology and healthcare IT. He is a graduate of Northwestern University’s Medill ...

Ask any business leader and they’ll readily agree that offering personalized, compelling and consistent digital experience is paramount to distinguishing their brand and building sustained growth. Not ...

As vaccinated millions step tentatively back into an in-person economy poised for growth, the relationships they had with companies they preferred before will resume — but on a trial basis. Spending ...